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IT Operations Lead

The Role

Responsible for assisting in the end-to-end application operations delivery with technical and/or functional skills where the size and scale of the application landscape requires a specialist to assist in the application support delivery for their landscapes for all incident, problem, and change related activities.

As part of the Trading & Supply Operations Landscape Management (OLM) team, the Business Analyst is responsible for delivering smooth operations of applications and providing technical expertise related to the database platform. The Business Analyst contributes by performing actions that maintain the integrity, security and compliance of the database platform, reduce incident volume and provide speedy and quality problem resolution. 

 The job responsibilities are as follows:

  • Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers for high service tier business critical applications
  • Ensure operations suppliers and staff perform within agreed service levels.
  • Assist in change ticket review / approvals / planning. Including launching new initiatives to ensure application stability following application releases
  • Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use
  • Ensure regulatory and compliance controls are embedded in landscape operations and assist with the collection of compliance data
  • Assist in representing the Downstream Services and Operations organization towards the Downstream IT Business Managers for landscapes in scope sharing relevant information and managing priorities/escalations.
  • Coordination of Disaster Recovery (DR) plans and Test execution for the critical business applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria and timings
  • Act as the escalation point for operation-related issues
  • Manage situation calls for business critical applications and work with staff and suppliers to reach problem resolution
  • Document and action Root Cause Analysis steps following Major Problem Reviews within the portfolio

 Special Challenges:

  • Working in a highly competitive business environment with other team members, the natural team, and business stakeholders in locations around the globe is a special challenge in this role that requires a great deal of flexibility and understanding
  • Motivate, instruct and drive indirect reports in Managed Service teams supporting our applications.
  • Virtual working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Working with multiple stakeholders in various organizations.
  • Strong leadership, sound analytical skills and change management capabilities.
  • Need to be effective at delegation to contractors and also know when to do the deliver yourself.  
  • Will need to occasionally join conference calls out of normal working hours.


  • Bachelor’s Degree
  • At least two (2) years' experience an IT delivery team in a Trading organization.
  • A minimum of 8 years work experience
  • Prior experience working with ETRM applications like Endur, Aligne, Right Angle
  • Prior experience supporting the Finance, Trading, Shipping  application portfolio.
  • Prior experience in IT with applications support and IT services management.
  • Prior IT Support experience (i.e. incident, problem, change, performance and availability management).
  • Broad knowledge of the support processes, i.e. those that sustain business continuity.
  • Proven ability to challenge difficult stakeholders in order to accomplish IT goals.  
  • Demonstrated experience to make difficult decisions quickly and with limited information. 
  • Ability to translate a Business opportunity or pain point into an IT requirement and deliver that end-2-end through structured demand and delivery funnel.
  • Ability to build credibility and relationships with staff and business leaders.
  • Ability to influence others and work through others to deliver the desired results.
  • Ability to operate in a virtual cross cultural organization.
  • Strong interpersonal and communication skills.
  • Educated to degree level or holds a professional qualification.
  • Support delivery experience and/or service (assurance) management experience
  • Ability to take periodic calls outside of working hours to facilitate working in a global environment
  • Self-starter with good analysis and problem solving skills.

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