Full Job Description
Application Support Analyst is 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 to assist in the application support delivery for their landscapes for all incident, problem, and change related activities.
As part of the Operations Landscape Management (OLM) team, the Analyst is responsible for delivering smooth operations of applications and their related back-end technology. The Application Support Analyst contributes by actions that reduce incident volume and provide speedy and quality problem resolution.
Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers.
Assist in change ticket review / approvals / planning.
Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use.
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.
Ensure regulatory and compliance controls are embedded in landscape operations and assist with evidence collection.
Assist with Transition to Support activities.
Escalation point for operation-related issues.
Dimensions and Special Challenges
No direct reports.
Approximately 25+ applications within portfolio including 1 or 2 Business critical 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.
Failure within these systems could have effects on Shell's reputation and ability to participate in these markets and fines would be very substantial.
This position manages overall delivery, outages, for landscapes thereby ensuring availability, reliability, and overall supportability on a 7x24, 365 day basis. If this job is not done well and accurately, any/all of the repercussions above could occur.
Qualifications and Skills
Total 5 – 8 years of IT experience
Self-starter with good analysis and problem-solving skills
Experience in applications support and support processes, specifically ITIL
Prior experience in IT with applications support and IT services management
Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working
Ability to operate in a virtual cross-cultural organization
Strong interpersonal and communication skills
Ability to deal with conflict and ambiguity effectively
Ability to take calls outside of working hours to facilitate working in a global environment
Ability to handle concurrent tasks with appropriate priority
Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
Strong stakeholder, interpersonal relationship, and negotiation skills
Understanding of business support requirements
Actual understanding of the IT business environment will be considered as advantageous
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