This role is part of the Enterprise Technology Services and Operations organisation in Shell IT whose mission is to provide secure and reliable enterprise wide IT services for Shell globally. This role is focused on delivery of Connectivity services which includes local and wide area networks, network security, voice services and associated technology. This position plays a critical role in ensuring ETSOM meets operational performance expectations by -
Providing technical expertise supporting support groups to resolve complex issues and incidents
Making proactive/predictive and preemptive interventions including the use of data and analytics
Providing strong steer for future tooling requirements to embrace Automation using Data & Analytics
Developing and sustaining the required technical skills
To ensure relevant ITIL processes are effective across internal and external organizational boundaries
Supports Traffic Engineering manager and ETSOM staff in developing their technical knowledge in relevant services
To develop and maintain technical skills and working relationships within Shell and externally such that the operational performance of the Connectivity scope is secure, reliable and meets performance objectives
To ensure sustainable resolutions of all major operational problems in the Connectivity services scope.
Act as the Connectivity SOMs ‘technical expert’ when liaising with architects and other SMEs
Member of the Connectivity extended Leadership Team and as such shares in a number of technical activities (supporting onboarding)
Participate in a broad range of DRBs/Steering Teams for New Service Developments and Products.
Support Vendor engagements to ensure that technical offerings and solutions are fit for operational support.
Help with maintaining the Operational Telecom standards in Shell by managing Non-Standard Solution, Vendor bug fixes etc.
Help with activities in the Pre-Production Test Lab by testing new equipment, IOS or configurations before it will be installed in the operational network.
8 to 12 years of corporate IT experience
4-year Degree related to IT or Telecommunications
Current certifications in one of the following networking technologies e.g. like Cisco CCNP or CCIE, Aruba ACEX, Palo Alto PCNSE, Zscaler ZCCA-PA, F5 Certified Technology Specialist or any equivalent vendor certifications
Understanding of ITIL processes are desirable
Ability to solve technical operational issues & problems in data and voice networking on ITIL tier-3 level, based on significant knowledge and hands on experience e.g.
LAN/SD-WAN/WLAN/Internet topology, Design and Implementation
Routing and switching protocols - OSPF, BGP, HSRP, QOS, Trunking, spanning-tree etc.
Policy based routing, NAT/PAT, VLAN, SDLAN, ACLs,
Load balancing and security products firewall, proxy, Zscaler, intrusion protection
Network Performance tuning
Voice technologies e.g. IPT, call centres, SIPAbility to work in a team with subject matter experts in other areas e.g. Cloud hosting, End User computing and clients using a good technical understanding of their areas
Proven ability to exploit data and analytics to ensure delivery of secure and reliable services
Experience of working as a customer with 3rd parties
Strong communication and stakeholder management skills
Proven experience in managing compliance
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