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Support Engineer - Prod Reliability Eng

Job Description:


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 BizDevSecOps approach to software development aims for frequent, incremental changes to code versions, which means frequent deployment and testing regimens. Product Reliability & Operations Engineer (PROE) must understand the basics of software development languages and be familiar with the development tools used to create new code or update existing code. In the case of technical-debt backlog items they may be called upon to develop code.
The Product Reliability & Operations Engineer (PROE) 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.
The Product Reliability & Operations Engineer (PROE) should have the ability to look at and understand how an entire system (product line) works as well as their own specific Products. The ability to step back and conceptually understand how all the pieces fit together is key to being a reliability engineer.

Principal Accountabilities

Product Reliability & Operations

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,
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

Key Responsibilities

This is a technical role with strong experience in DevOps / software engineering / agile delivery.
Supporting clients through the daily BAU activities
Ensure issues are reviewed and triaged accurately within agreed SLAs.
Investigate, verify and assess impacts of Software defects raised from the business within given deadlines.
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.
Facilitate performance testing and work closely with DBA’s
Work closely with Production Control to highlight potential issues requiring agreed workarounds to minimize impacts in Production environments
Build good working relationships promoting a pro-active approach to issues/problems
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.
Support technical-debt backlog items in Sprints, checking the impact and quality of code releases and deployments
Work with Service management and understand the customer satisfaction index which requires bug fix/ defect fix / enhancement and scope it within backlog items
Defects Management:As part of the BizDevSecOps model, is active in delivering Bug Fixes & Minor Enhancements on either directly or through product team/vendors (L2/L3 tickets)Work with service management team, focus on reducing the incidents with RCA adopting problem management approach and add those items if required to product backlog
Analyze results of vulnerability scanning, penetration testing, wireless checks, etc. and incorporate requirements into the product backlog to resolve findings.

Special Challenges:

Extensive contact with Suppliers, Business team members to middle management, and a wide range of IT teams
This position manages overall operational delivery for products thereby ensuring availability, reliability, and overall supportability on a 7x24, 365 day basis.
Products range in scale from payment authorizing of ~20million transactions a month or customer facing platforms serving more than 100,000 users

Skills & Requirements:

Typical Years of Experience: 4 to 8 years of IT experience in a corporate setting in applications support and IT services and operations management
Minimum Education or Certification: 4-year Degree related to IT
Strong exposure towards Azure Cloud services (Web/Worker roles), Azure BLOB storages, ASP.NET MVC 5 ,Entity Framework 6.2.0, MS SQL Server (Azure – PaaS) , Bootstrap 3.3.7, jQuery 2.2.4
Ability to read and debug complex codebase
Experience of working in Application Support / Programming background
Logical, analytical, flexible, and systematic approach to problem resolution across a broad spectrum of technologies
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
Sound knowledge of Mobility business work processes, business requirements and their impact on operations and customers preferred
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.


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


Additional Information:


Experience of working with Service Now, Azure devops
Knowledge of card ordering, processing, and billing systems


No direct reportees.
Adhere to company policies and procedures
Be an active and professional member of the IT organization, engaging in ongoing projects with a drive to deliver
Bengaluru, KA, IN