Operate Landscape Manager - Voice

Operate Landscape Manager - Voice


Operate Landscape Manager - Voice

Details of the offer

The Role The Operate Landscape Manager Voice Analyst is end to end accountable for the operations of the landscapes and the delivery of the day-to-day E2E application and/or infrastructure services according to the agreed Service Levels and/or Operate Level Agreements. They ensure IT applications and services remain available, are delivered in a secure manner and perform appropriate oversight on any changes to the landscapes. They must have awareness of basic IT Architecture concepts. They are the escalation point for operation-related issues within their landscapes and ensure that regulatory and compliance controls are embedded in landscape operations and assist with evidence collection. They are responsible for reviewing the landscapes for enhancement and continuous improvement opportunities and must have awareness of basic IT Architecture concepts.
- Provides technical expertise at a 'skill' level in ensuring that operational services are robust and restoration time is minimized.
- Together with other team members the role is also critical in ensuring Shell retains critical control points and technical knowledge to avoid over reliance on suppliers.
- Provides the technical advice to Service Managers for discussion with stakeholders (internal and external) to help ensure Shells interests are well represented and protected from a technical perspective.
- The incumbent works in close collaboration with Suppliers to ensure that Incident, Problem and Capacity Management functions support effective the delivery of secure and reliable Connectivity services.
- Incumbent is also adept in keeping key stakeholders informed when incidents are occurring and following up on Problem management issues.
- Creates and analyses process performance reports enabling monitoring of compliance against CSLs and KPIs and together with service management teams raises back to green plans as needed to drive Operational Excellence.
- Ensures ET-SOM is a strong influencer and participant in the process and service management tooling projects, to help ensure changes being developed support improved business outcomes.

- Min 10 years of IT experience in a corporate setting
- A degree within IT / Computer Science
- Knowledge in ITIL processes, incident, problem and change management
- Prior experience in an IT support environment
- Knowledge in one or more of the Connectivity technology areasKnowledge in ITIL processes, incident, problem and change management

Shell is a global group of energy and petrochemical companies, active across more than 80 countries, employing 90,000 people.

Shell Business Operations Sdn Bhd (503619-D), a LEED Platinum certified green facility in Cyberjaya, provides a wide range of professional services to support the efficient operation of the Shell Group. The Centre delivers world-class operational excellence to the business through shared operations and services that include Human Resource, Information Technology, Finance, Customer Services, Order to Delivery and Contracting & Procurement. The Centre is currently on a growth path and as part of this rapid growth, we are looking to recruit talented professionals to join us!

If you would like to be a part of an innovative energy leader that offers a rewarding career in a multi cultural environment, then apply to us today and be a part of this vibrant, world-class organisation.

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.



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