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Component Landscape Manager Downstream Functions-ITSO

Bengaluru, KA
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  • Oil & Gas
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Job Details

Be accountable for Business Critical Landscape E2E KPIs, liaising with Component Service Managers (CSM) for infrastructure components and Operate Landscape Managers (OLM) for application components, with regard to delivery performance of their respective portfolios.Be accountable for Service Level compliance of BC Landscapes, recovery of the service and structural improvements supporting maximum availability. This includes Ensuring that DRPs are available and tested; component landscape KPI s are being met (or Return-to-Green plans in place); and that end-to-end integration exists between application and infrastructure components (including E2E KPIs). The CLM can participate in service and performance review sessions with SOM, CSM and infrastructure suppliers.Be responsible for the identification of systemic issues on BC Landscapes, driving structural improvements while balancing costs with business value; supporting the Service Operations Management (SOM) in optimizing landscape TCO. Agree resultant remediation plans with CSM and OLM; accountability remains with the CLM whilst delivery responsibility is with the OLM/CSM.Ensure effective Situation Management and service restoration (during Situations) for Business Critical Landscapes; support SOM in managing BC Service-at-Risks.Ensure that learnings from the Situations and the actions needed to address root cause are captured in the Root Cause Analysis report and addressed effectively.Be the escalation point for urgent operational issues; the CLM can contact directly (or be contacted by) any of the IT service providers, either Shell or external.The CLM is a Global CAB member for their respective business lines and liaises with OLM to assess business impact; CLM has ultimate sign-off for approval of changes impacting BC landscapes.Ensure landscape information is accurate; act as the Configuration Item (CI) owner for BC landscapes and ensure these are recorded in the Configuration Management database.Conduct Landscape Assessment reviews and actively manage risks in collaboration with the relevant OLM and CSM.Dimensions and Special ChallengesNo direct reports.This position manages end-to-end critical landscape delivery, thereby ensuring availability, reliability, and overall supportability on a 7x24, 365 day basis.Balancing the reactive and proactive elements of the role is critical to success; while it is not expected that the CLM will be constantly fire-fighting, such focus is an imperative when outages occur.Failure within BC Landscapes could have substantial negative effects for Shell's reputation, operations, and ability to participate in markets.The CLM role provides landscape rather than component focus; the success of this role is highly dependent on the relationships built with Component Service Managers as well as SOM Operate Landscape Managers.CLM role and capabilities will continue to grow; delivery focus will need to be balanced with capability development, while ensuring alignment across the CLM community.Working in a global environment with culturally diverse teams. Managing multiple delivery priorities and multiple demand requests. Working with multiple stakeholders in various organizations.Balancing priorities and focusing on what matters most will ensure that CLM focus is aligned with business need.RequirementsQualifications and Skills MandatorySelf-starter with Good analysis and problem solving skillsExperience in applications support and support processes, specifically ITILPrior experience in IT with applications support and IT services managementStrong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levelsProven ability to deliver results in a matrix organization driving delivery excellence through influence and team workingAbility to operate in a virtual cross cultural organizationStrong interpersonal and communication skillsAbility to deal with conflict and ambiguity effectivelyPreferredAbility to influence others and work through others to deliver the desired resultsAbility to handle concurrent tasks with appropriate priorityUnderstanding of business support requirementsGraduate / Post Graduate with relevant experience preferably in Application Development & Support / Project ManagementActual understanding of the IT business environment will be considered as advantageousExperience for individuals having productively supported SAP and BizTalk environments
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-5


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