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Shell Singapore-Trading & Supply OLM Business Analyst

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Responsible for assisting in the end-to-end application operations delivery of the leading Energy Trading Risk Management platform in the industry, Openlink Endur, on the latest general availability release, V14; Utilizing critical technical and functional skills, where the size and scale of the application landscape requires a specialist, to assist in the application support delivery for Shell Energy landscapes for all incident, problem, and change related activities, primarily focusing in the Asia-Pacific region and working closely with the global Trading & Supply Operations Landscape Management (OLM) team.
  • Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers for high service tier business critical applications
  • Ensure operations suppliers and staff perform within agreed service levels.
  • Assist in change ticket review / approvals / planning. Including launching new initiatives to ensure application stability following application releases
  • Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use
  • Ensure regulatory and compliance controls are embedded in landscape operations and assist with the collection of compliance data
  • Assist in representing the Downstream Services and Operations organisation towards the Downstream IT Business Managers for landscapes in scope sharing relevant information and managing priorities/escalations.
  • Coordination of Disaster Recovery (DR) plans and Test execution for the critical business applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria and timings
  • Act as the escalation point for operation-related issues
  • Key contributor on Business Critical Situation calls and work with staff and suppliers to ensure timely resolution
  • Accountable for Root Cause Analysis activities following Major Problem Reviews within the portfolio
  • Represent the portfolio in Change Boards to ensure application stability during any infrastructure changes which may impact business critical applications
  • Design and launch new continuous improvement initiatives within the portfolio base
  • Responsible and accountable for stakeholder engagements, establishing and maintaining strong working relationships with business leaders and IT Management in the region and globally
As part of the Trading & Supply Operations Landscape Management (OLM) team, the Business Analyst is responsible for delivering smooth operations of applications and providing technical expertise related to the application landscape. The Business Analyst contributes by performing actions that maintain the integrity, security and compliance of the application landscape, reduce incident volume and provide speedy and quality problem resolution. 

Accountabilities

  • Drive Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers for high service tier business critical applications
  • Ensure operations suppliers and staff perform within agreed service levels.
  • Assist in change ticket review / approvals / planning. Including launching new initiatives to ensure application stability following application releases
  • Ensure operation runbooks, support guidelines, and procedures are produced and maintained for use
  • Ensure regulatory and compliance controls are embedded in landscape operations and assist with the collection of compliance data
  • Assist in representing the Downstream Services and Operations organisation towards the Downstream IT Business Managers for landscapes in scope sharing relevant information and managing priorities/escalations.
  • Coordination of Disaster Recovery (DR) plans and Test execution for the critical business applications within the landscape including maintaining the application and infrastructure landscape documentation on an annual basis, document failover process, criteria and timings
  • Act as the escalation point for operation-related issues
  • Key contributor on Business Critical Situation calls and work with staff and suppliers to ensure timely resolution
  • Accountable for Root Cause Analysis activities following Major Problem Reviews within the portfolio
  • Represent the portfolio in Change Boards to ensure application stability during any infrastructure changes which may impact business critical applications
  • Design and launch new continuous improvement initiatives within the portfolio base
  • Responsible and accountable for stakeholder engagements, establishing and maintaining strong working relationships with business leaders and IT Management in the region and globally

Requirements :

  • A minimum 2 years of experience with Openlink Endur application support, or 2 years of experience in TIETO Energy components and IT services management.
  • Prior IT Support experience (i.e. incident, problem, change, performance and availability management).
  • Broad knowledge of the support processes, i.e. those that sustain business continuity.
  • Ability to build credibility and relationships with staff and business leaders.
  • Ability to influence others and work through others to deliver the desired results.
  • Ability to operate in a virtual cross cultural organization.
  • Strong interpersonal and communication skills.
  • Strong technical and problem solving skills
  • Educated to degree level or holds a professional qualification or equivalent experience.
  • Support delivery experience and/or service (assurance) management experience
  • Ability to take periodic calls outside of working hours to facilitate working in a global environment
  • Self-starter with good analysis and problem solving skills
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