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

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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 Sales force and its integration with cross platforms. 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. 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 reliability engineer has to closely work with Shell IT Salesforce Centre of Excellence team who are responsible for providing outstanding service to Shell businesses and customers. This involves getting exposure to all levels of Salesforce work within a highly developed and functional team (Architects, Developers, QA Specialists, Operations Analysts, Business Analysts, Product Owners). It is essential for the administrator to have a record of success in improving processes and adoption using the Force.com platform. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy new business processes.
Key Responsibilities
Daily administration and support of Salesforce system, including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts and validations
Administer rolling out of new features and identify org level dependencies
Management of Sandboxes (non-prod. environments in the Salesforce Org.)
Own the complete change and release management by creating and maintaining CI/CD pipeline for DevOps and Agile delivery on the Force.com platform
Create and manage complex workflow rules and data validation
Develop and create customized reports and dashboards
Creating and maintaining documentation on processes, policies, application configuration and help related materials for users
Administer relevant system user groups and maintain close relationships with users across the group
Manage Salesforce.com data feeds and other integrations with external data sources
Specification and testing of new developments, liaising with a wide range of internal users
Carry out regular routine data checks and system maintenance activities
Retain a broad knowledge of the org activities and developments including the differing needs of projects from a platform perspective
Carry out assessments for App Exchange products on the Salesforce Org
Keep abreast of new Salesforce features and functionality and provide recommendations for process improvements
Develop best practices for reporting, access models, SSO strategies and audit controls
Work closely with a team of Operations Engineers, support them in their day-to-day tasks, allocation to projects
Should have knowledge on coordinating with Fleet’s stakeholders around integration activities to resolve issues with cross connected applications integrated
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
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
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.
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.
Analyze results of vulnerability scanning, penetration testing, wireless checks, etc. and incorporate requirements into the product backlog to resolve findings.
The Reliability Engineer 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.
Special Challenges:
Extensive contact with Suppliers, Business team members to middle management, and a wide range of IT teams
Skills & Requirements:
Over all – 5 – 8 yrs of experience in IT
3 to 5 years of IT experience in a corporate setting in applications support and IT services and operations management. experience with Salesforce with preferably 2+ years of lightning experience
Any Graduate
Salesforce Certifications would be required
Very good understanding of two or more of Community Cloud, Salesforce Service Cloud, Sales Cloud, Marketing Cloud
Knowledge in Salesforce coding (APEX, JavaScript etc.) and integration options
Experience with Lightning component framework
Proficiency with data manipulation tools and uploading techniques (Data Loader, Workbench, Excel, Plug-Ins)
Ability to troubleshoot system, process and data issue
Openness to discussions, team-oriented, with a hands-on attitude
Knowledge of agile methodology / processes
Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes
Must demonstrate ability to communicate effectively at all levels of the organization
Knowledge of agile tools like VSTS would be preferred
Experience of working in Application Support / Programming background
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
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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