Application Operations Analyst

Application Operations Analyst

Job Description

As part of the Global Functions IT Service & Operations Management (GF IT SOM) the support of the Group Controller portfolio is a key business IT application portfolios in Finance IT and in the Shell Group. Errors or delays in processing can incur significant impact on shareholder value with significant impact on Shell’s reputation. The Group Reporting applications are some of the most critical systems within Shell. Most applications are Super Prime service level and marked as Business Critical. A number of applications contain Most Confidential data and are in SOX scope.

The Application Operations Analyst is responsible for delivering smooth operations of the Group Reporting landscapes and their related back-end technology. The job manages operational activities related to processes in the operations management part of the IT delivery such as configuration management, change management and capacity & service monitoring. The job is also responsible for monitoring the availability and reliability for the landscape that they oversee to meet the KPI’s as agreed in the SLA.
The Application Operations Analyst builds relationships and operational ways of working with stakeholder teams to ensure the effective delivery of their day to day activities.
Working in a 16x5 shift and during certain periods 24x7 shift with on-call outside service hours is part of the job.



  • Monitoring and managing automated tasks on application level
  • Coordinating and monitoring data distributions, data archiving, reorganization and housekeeping activities in relation to the application(s) environment
  • Maintenance and communication related to the maintenance calendar
  • Coordinating of application support package installation and coordination of supplier initiated changes
  • Application support of technical IT tools
  • Managing the execution of regression testing
  • Monitoring of the application performance, availability, reliability and the maintenance of the operational relationship with bundle suppliers
  • Ensures operational landscape documentation is kept up-to-date
  • Overseeing the operational planning and execute change/release management, capacity and service monitoring across multiple applications
  • Reviewing configuration management change requests
  • Agreeing the Disaster Recover Planning with bundle suppliers and relevant teams
  • Collecting and translating the capacity demand planning requirements for their landscape and providing them to the relevant suppliers for realisation
  • Comply with Shell and external legislation (e.g. SOX)
  • Participate in project transition to support activities

Dimensions and Special Challenges

  • Due to the necessary handling of and access to highly sensitive and privileged information, the successful applicant of this position will need to agree to additional background screening to be conducted. The Job Offer will only happen after the Screening process
  • Maintaining (complex) application landscape of which most are Business Critical. (Most Confidential)
  • Support also includes Business interaction
  • Complex interfaces: collaborates with IT Service Providers, Delivery Vertical and supplier for process implementation and execution



Qualifications and Skills

  • Mandatory:
    • At least 4 years of experience in an application support environment 
    • Work schedule 40 hours in shifts on rotation basis: a 16x5 shift and during certain periods 24x7 shift with on-call outside service hours.
    • Experience in system operations and expert knowledge of the operational production environments of the specific application portfolios
    • Language: Fluent in English (oral and written)
    • Understanding of application landscapes including underlying infrastructure and concepts of application security
    • Able to assess & handle critical situations, and co-ordinate with many team players to restore normal IT service
    • Good stakeholder management and ability to work in complex relationship between Shell, business, suppliers and Infrastructure partners
    • Team player, works effectively and communicates well with all levels of organization (business and IT)
    • Knowledge of service support, operation and design processes (ITIL)
    • Operate effectively with minimal supervision with the ability to handle concurrent tasks with appropriate priority
    • Educated to a degree level


  • Preferred:
    • Knowledge of financial processes
    • Experience with system/application development
    • Experience in SAP Netweaver/BPC, SAP BOFC, SAP BOE / BI4, Active Directory is a plus
    • Mandatory experience with SQL server, ASP.NET C#, JavaScript and CSS is a plus
    • Experience with system administration, defining technical policies, installing and upgrading servers and database administration
    • Ability to deal with conflict and ambiguity effectively
    • Highly responsive, good customer-facing, interpersonal and communications (oral and written) skills
    • Strong problem analysis and trouble-shooting skills
    • Very good learning attitude
    • Strong relationships with others involved in providing end-to-end support (infrastructure, supplier, etc)
    • Good time management skills; able to multi-task
    • Able to work in a cross-functional, multi-application, multi-service providers environment Provide support in shifts per the current SLA for Group Reporting


19 Dec 2017



Bangalore, India

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Application Operations Analyst

Shell (India)