Job Description

Selangor, Malaysia

Job Family Group: Information Technology (IT)

Worker Type: Regular

Posting Start Date:

Business unit: Projects and Technology

Experience Level: Experienced Professionals

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Where you fit in

The GCMC (Global Connectivity Management Center) was set up in IDSO to drive value opportunities using innovative monitoring tools and techniques derived from our IT operational data. The focus of the team is not just in restoring service but is there to ensure that suppliers and Shell teams are implementing restoration or solutions to improve reliability of our IT estate, reduce cost and most importantly, driving an improved IT User Experience for the 100,000+ users across Shell. The monitoring team will develop and deploy monitoring solutions by working closely with our internal and external stakeholders.

What\xe2\x80\x99s the role?

The ideal candidate for the Network Engineer (IT Operations) role relishes working under pressure, enjoys the challenge of 24*7 operations, and, above all else, is passionate about Reliable IT. They are an expert in IT Service Management, Network Operations, and Service Request delivery.

The role will report to the IDSO Core Operations GCMC IT Operations Manager and will have the following accountabilities:

• Supports the GCMC Operations in Cyberjaya/Bangalore \xe2\x80\x93 Shell\xe2\x80\x99s Network Operations Center with the primary base in Bangalore, ensure the smooth running of operations globally end to end with an objective to minimize unplanned downtime, and minimal stakeholder escalations.

The day-to-day (9-hour shift \xe2\x80\x93 \xe2\x80\x9c24x7\xe2\x80\x9d, weekly rotation) activities consist of carrying out the Incident investigation and driving it till resolution. * He/ She will work closely with Shift Lead and peers to identify and/or develop improvements to the Incident management/ Change Implementation Process to maintain or improve adherence to agreed Service Level Agreements (SLA)

• He/ She will work closely with stakeholders/vendor to provide Incident resolution/break fix change implementation.
• Actively monitor the Incident queue and ensure all Incidents are investigated during on-duty (shift).
• Proactively engage and communicate with on-site support/end-user and Technical Engineering team to ensure the successful
• Ensure proper handling of Incident tickets based on Incident management principles and due diligence, adhering to respective processes and procedures.
• Document technical steps and less lessons learned with team members to enable continuous improvement, consistency, and excellence in quality.
• Represent GCMC in Discovery and Technical Checkpoint call.
• Validate Incident updates and communication.
• Create and update Technical SOPs
• Act as a Technical SPOC for L1 and L2 Engineers
• Act as second level of escalation for GCMC stakeholders
• Provide Technical training/session to L1 and L2 engineers.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships.
• Understand the escalation matrix for Incident Management and follow the escalation process when needed.

Role requirement

• Education Degree Level, preferably in Engineering in Telecommunications Technology or any equivalent combination of experience or training.
• Familiar with the various aspects of operating telecom networks: technical, procedural, team working, and customer focus.
• CCNP certified (Mandatory) in-depth understanding of networking technologies.
• Knowledgeable in Cisco networking equipment and wireless network
• In-depth knowledge in networking, switching, routing, security/firewall architecture, and troubleshooting.
• In-depth Knowledge in WLAN technology \xe2\x80\x93 Aruba and Cisco
• In depth Knowledge in WAN/SD-WAN technology
• Working Knowledge of F5 Load balancer, Proxy and Infoblox
• Has a general knowledge of scripting and UNIX.

Company Description

Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.

SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment.

Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment.

An Innovative Place to Work

There\xe2\x80\x99s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you\xe2\x80\x99ll add your talent and imagination to a business with the power to shape the future \xe2\x80\x93 whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An Inclusive & Progressive Place to Work

To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we\xe2\x80\x99re nurturing an inclusive environment \xe2\x80\x93 one where you can express your ideas, extend your skills and reach your potential.

• We\xe2\x80\x99re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we\xe2\x80\x99ll take it from there.
• We\xe2\x80\x99re closing the gender gap \xe2\x80\x93 whether that\xe2\x80\x99s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We\xe2\x80\x99re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

A Rewarding Place to Work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice. Our CARE benefits are mindfully curated to promote Eco Living, overall Wellbeing, Personal Growth and Caring for our loved ones.

We\xe2\x80\x99re huge advocates for career development. We\xe2\x80\x99ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

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