Job Description:

Shell Midrange Analytics Engineer working from Shell Office.

 

Major Incident Management – Soft Skills

• Highly motivated person, self-starting, positive attitude, and independent decision making
• Ability to analyze and adapt to changing situations, processes, and environment
• Identify process improvements with process and operational improvements
• Strong written and oral Communication working with cross functional teams and vendors (SIAM)
• Attention to detail. Ensure compliance to tasks associated to roles and responsibilities
• Broad technical knowledge across servers, network, exchange
• Prior Operational experience – ITIL certified
• Client facing role
   

Major Incident Managers – Roles and Responsibilities

• Manage discovery calls to assess the incident and qualify
• Manage assigned technical Major Incident (MI) calls based on incident assessment
• Ensures Major Incident Management processes are being adhered to:
  • Enters quality major incident updates in ServiceNow
  • Creates Major Incident Control Document for all MI’s opened in Region.
  • Makes timely updates to the Operational Dashboard
  • Ensures timely business and technical updates are delivered to the stake holders
  • Schedules follow up MI meetings for technical restoration and business updates
• Responsible for the resolution/restoration of service
  • Drives Major Incident Business and Technical calls to service restoration (Priority 1 to Priority 5)
  • Ensures Major Incident restoration/resolution within the service level agreement
  • Ensure Major Incident ticket closure within seven working days from restoration
  • Makes sure that the teams (Supplier/Vendors, Application support, ROCs, 3rd party, etc.…) have the right staff involved
  • Uses Kepner Tregoe (KY) methodology to solve complex incidents. Obtains applicable landscape maps and gathers additional information to aid in troubleshooting a difficult or unknown caused situation.
  • Ensures that meetings are scheduled and take place (including Closures)
• Transitions active Major Incidents and corresponding MI Control Documents to oncoming Region/Shift
• ROC Situation Managers participate in the On-Call rotation
• Contributes to the Root cause analysis (RCA)
• Triggers escalations to ROC Manager, GCC MI Management, Delivery Manager and/or MI Owner in the event a situation call does not progress as expected (e.g. no support from bundle, stake holder unhappy, etc.)
• Actively manages the Disaster recovery activity calls for the IT Service continuity team
• Actively participate in specific MI’s to manage any threat to business
• Actively manage quarterly Integrated Simulated Disaster testing activities for Datacenters
• GOC Major Incident Managers backup the GOC Shift Leader(s)
• Proactively monitored events in the Command Center are assessed and taken up with business, vendors for resolution and restoration (WAN Dashboards, Skype Dashboards, etc...)
• Actively participate with Global Monitoring Operations team to resolve/restore the early events observed
• Actively contribute towards pro-active problem management
• Recommends and provides feedback for Operational work instruction improvements to GOC
• Actively participates in Training Guild progression

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