Upstream Services and Operations Management (SOM) has global end-to-end accountability over
all IT Services and Operations towards Shell's Upstream businesses. Within Upstream SOM the
Service Integration (SI) team drives operations, technology, and process excellence across the
Upstream SOM organization.
The Service Integration Analyst is a highly visible position that works to ensure the operational
stability of our IT services and the functional excellence of our IT processes. The analyst will
work with a wide variety of IT and business stakeholders in Shell and utilise continuous
improvement methodologies to improve the operational stability of IT infrastructure services like
networks, client computing, hosting, and storage services, as well as the processes that are
utilised in providing these services. The Analyst will specialise in one or two of these ITIL
processes : Request, Incident, Problem, Change, Release, Configuration, Service Level,
Availability, Capacity, or IT Service Continuity.
Utilise continuous improvement methodologies such as LEAN to diagnose and improve key IT
Lead major improvement initiatives by identifying related operational problems, developing a
joint improvement plan, and driving and tracking agreed actions to successful completion.
Act as process leaders for own processes, ensuring consistent execution across the organisation,
by providing direction and reporting on quality of execution for the Analyst's process
specialisation; examples of which are : - Support and assist in driving service restoration for globally escalated service incidents and outages.
Ensure asset and configuration data is accurate and continually improved - Ensure requests are processed in a timely and cohesive manner -
Clearly show where service level and availability misalignments may arise and work with peer IT teams to align them - Execute fit for purpose proactive capacity monitoring and response mechanisms -
Coordinate the consistent inventorisation and execution of disaster recovery and business continuity plans - Maintain (evergreen) DRP data points in compliance with controls & data quality and obtain timely approval from the Plan Owner.
Initiating Risk Acceptance on behalf of requesting organization - Work with the Suppliers, Plan owners to ensure that disaster recovery solutions are adequate, in place, reviewed, maintained, and tested as part of the regular operational life cycle.
Dimensions and Special Challenges The team will support a truly global Upstream business, whose users are frequently located in remote environments.
The candidate will work together with colleagues, and suppliers, from regions around the world to provide sufficient support coverage.
The position is not accountable for budgets and has no direct reports.