Senior Support Engineer Job Vacancy in Shell Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : Shell
Location : Bengaluru, Karnataka
Position :

Job Description : The Role
Product Reliability and Operations Engineering is typically driving the product team to maximize the long-term reliability of the Products in their remit by: focusing on automation and maintenance in the live environment including Level 2/3 support as a Subject Matter Expert in one or more application or infrastructure services. The engineer uses advanced support techniques to analyze and resolve incidents that were raised and ensure the faster resolution of issues leading to customer satisfaction. The engineer documents solutions to known errors to expedite resolution of incidents and performs root cause analysis to minimize reoccurrence , scoping and supporting technical-debt backlog items in Sprints, checking the impact and quality of code releases and deployments, building in supportability from the outset..
Purpose
The Product Reliability & Operations Engineer (PROE) is a member of the Shell ID Services & Operations Management (SOM) function who works in a natural team with developers, infrastructure operators and other IT staff on a range of agile (BizDevSecOps) activities.
The BizDevSecOps approach to software development aims for frequent, incremental changes to code versions, which means frequent deployment and testing regimens. Product Reliability & Operations Engineer (PROE) must understand the basics of software development languages and be familiar with the development tools used to create new code or update existing code. In the case of technical-debt backlog items they may be called upon to develop code.
The Product Reliability & Operations Engineer (PROE) may be asked to develop or source application and system management tools that mitigate manual effort; implement automated management features, such as performance monitoring, diagnostics and failover and availability capabilities.
The Product Reliability & Operations Engineer (PROE) should have the ability to look at and understand how an entire system (product line) works as well as their own specific Products. The ability to step back and conceptually understand how all the pieces fit together is key to being a reliability engineer.
Job Description:Product Reliability and Operations Engineering is typically driving the product team to maximize the long-term reliability of the Products in their remit by: focusing on automation and maintenance in the live environment including Level 2/3 support as a Subject Matter Expert in one or more application or infrastructure services. The engineer uses advanced support techniques to analyze and resolve incidents that were raised and ensure the faster resolution of issues leading to customer satisfaction. The engineer documents solutions to known errors to expedite resolution of incidents and performs root cause analysis to minimize reoccurrence , scoping and supporting technical-debt backlog items in Sprints, checking the impact and quality of code releases and deployments, building in supportability from the outset..
Purpose
The Product Reliability & Operations Engineer (PROE) is a member of the Shell ID Services & Operations Management (SOM) function who works in a natural team with developers, infrastructure operators and other IT staff on a range of agile (BizDevSecOps) activities.
The BizDevSecOps approach to software development aims for frequent, incremental changes to code versions, which means frequent deployment and testing regimens. Product Reliability & Operations Engineer (PROE) must understand the basics of software development languages and be familiar with the development tools used to create new code or update existing code. In the case of technical-debt backlog items they may be called upon to develop code.
The Product Reliability & Operations Engineer (PROE) may be asked to develop or source application and system management tools that mitigate manual effort; implement automated management features, such as performance monitoring, diagnostics and failover and availability capabilities.
The Product Reliability & Operations Engineer (PROE) should have the ability to look at and understand how an entire system (product line) works as well as their own specific Products. The ability to step back and conceptually understand how all the pieces fit together is key to being a reliability engineer.
Principal Accountabilities
Product Reliability & Operations
Own product operations and be accountable for managing the operational backlog items and technical-debt items of production platforms as well as being part of service management & integration teams within wider connected portfolio,
Collaborates and works with Mobility IT, Vendors and Suppliers for the delivery of secure and reliable products within an integrated Mobility IT landscape.
Focus on relentless prioritization to maintain delivery on value, whilst ensuring secure, reliable and efficient operations for the product which are aligned with product roadmap objectives
Key Responsibilities
This is a technical role with strong experience in DevOps / software engineering / agile delivery.
Supporting clients through the daily BAU activities
Ensure issues are reviewed and triaged accurately within agreed SLAs.
Investigate, verify and assess impacts of Software defects raised from the business within given deadlines.
Provide updates to clients on resolution of Software defects raised during BAU process
Manage timely resolution of defects, working closely with the Development and QA teams in order to complete testing within deadlines
Creation and maintenance of related documentation for identified workarounds.
Facilitate performance testing and work closely with DBA’s
Work closely with Production Control to highlight potential issues requiring agreed workarounds to minimize impacts in Production environments
Build good working relationships promoting a pro-active approach to issues/problems
Gain in-depth understanding of business processes and challenges in order to manage and prioritize issues raised.
Assess the technical aspects of product/ landscape and provide recommendations to scale up the technical maturity and make it ready for future market scenario like size it appropriately.
Support technical-debt backlog items in Sprints, checking the impact and quality of code releases and deployments
Work with Service management and understand the customer satisfaction index which requires bug fix/ defect fix / enhancement and scope it within backlog items
Defects Management:
As part of the BizDevSecOps model, is active in delivering Bug Fixes & Minor Enhancements on either directly or through product team/vendors (L2/L3 tickets)
Work with service management team, focus on reducing the incidents with RCA adopting problem management approach and add those items if required to product backlog
Analyze results of vulnerability scanning, penetration testing, wireless checks, etc. and incorporate requirements into the product backlog to resolve findings.
Ability to develop code on new features by closely working with Product Development team as the need evolves
Skills & Requirements:
Overall 8 – 12 years of IT experience, with at least 4 years in applications support and IT services and operations management
Any Graduate
Strong exposure towards –
Mobile: React Native, Java, Swift Backend: .Net Core, Entity Framework, CQRS design pattern, Socket based networking (SignalR), SQL Server, Docker Front end (Web App): React JS, HTML, CSS, JavaScript, TypeScript, Redux,
Azure stack: Microsoft Azure DevOps, Azure App services, Azure Container Registry, Azure Service Bus, Azure Functions
Ability to read and debug complex codebase
Experience of working in Application Support / Programming background
Logical, analytical, flexible and systematic approach to problem resolution across a broad spectrum of technologies
Have the ability to manage design issues to ensure the solution delivered to Production meets the requirements within set deadlines
Develop understanding of the solution in order to sufficiently test if fit for purpose
Ability to communicate with business with technical information
Be able to work as part of a team, including the ability to develop good working relationships, share knowledge and work within the team to meet objectives
Should exhibit agility through working with DevOps and implement quick workarounds to arrest incidents while keep focused on permanent/ strategic fix
Sound knowledge of Mobility business work processes, business requirements and their impact on operations and customers preferred
Proven Continuous Improvement skills
Other Skills
Very strong stakeholder management skills
Excellent communicator at all levels
Strong process management skills
Proven record of delivering against stretch targets
Proven ability to influence without line management control
Team player, works effectively with all levels in organisation (business, external suppliers, suppliers within IT)
Proven coordination and consulting management skills
Work effectively in virtual, geographic dispersed, cross cultural environments
Strong leadership and incident, change and problem management capabilities to transform activities from the current operating model to the end-to-end process model
Excellent understanding of project management, project finance and TCO.
Also:
Ability to represent Shell with external service providers
Ability to deal with conflict and ambiguity effectively
Ability to maintain a decision/position without damaging working relationships

Disclaimer
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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