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Systems Engineer (Virtual Desktop Delivery) - Houston, TX
Houston, TX 106192BR Job Title: Systems Engineer (Virtual Desktop Delivery) - Houston, TX No. of Positions: 1 Job Description: This Systems Engineer role is in the Technical Infrastructure Service team, part of the Projects & Technology Service and Operations Management organization (P&T SOM) in IT Service and Operations (ITSO). The purpose of P&T SOM is to operate Shell’s technical IT landscapes and P&T’s IT solutions. This is achieved by delivering differentiating IT capabilities (products & services), thus supporting technology development, application and deployment as a major competitive advantage for Shell. The \"Landscape\" element emphasizes that infrastructure, applications and data management practices need to come together in an integrated fashion to effectively support business workflows in e.g. Exploration, Field Development, Production, Engineering or Manufacturing. These differentiating IT services are created by bringing together: Staff with thorough business workflow knowledge Specialized and unique own-operated IT technologies Market sourced IT solutions (where available) Purpose of the role The primary role of the Systems Engineer (Virtual Desktop Delivery) is to operate Virtual Workspace Service (VWS) and Technical Hosting specific services on a day-to-day basis: Act as interface between end-users and various infrastructure support groups and application support groups (Subsurface & Wells, vendors etc.) Provide support where required, with focus on day to day incident management, change management, performance management, interruptions, recovery and administration on a 3rd line support level Global end-to-end monitoring and pro-active problem management across all technical areas such as the interaction of thin-clients with technical applications. Work very closely with the customers to provide guidance in the effective use of our systems, products and services. This also includes training of onsite support staff worldwide in the 1st and 2nd line support tiers. Deliver operational services against compliance and service management processes: Security standards, processes and procedures ITIL standards and tools Maintain and/or exceed agreed service levels and customer satisfaction Drive continuous service improvement and efficiency gains through improved solutions, tools and utilities: Capacity and demand management Proactive VWS usage and problem trend monitoring Customer-forward documentation and communications Capture, maintain and improve service performance metrics Contribute to roadmap development Delivery of agreed release management and deployment activities: Technical integration testing & global deployment of infrastructure and applications for minor enhancements (evergreening) and major upgrades Deployment of services to new VWS sites including planning, delivery and onboarding of infrastructure and application solutions Contribute to overall service lifecycle (development, on-boarding, maturation, outsourcing) Deliver VWS and Technical Hosting related projects: For internal projects such as evergreening or service improvements, execute project tasks to ensure projects are delivered on time. Working together with the engineering and deployment teams. For supplier projects, work effectively with the supplier project teams to ensure projects or new service developments are delivered on time. Represent Shell’s business requirements effectively and escalate issues as needed Accountabilities Maintain agreed operational service levels and customer satisfaction Maintain supplier and support interfaces on a day-to-day basis Ensure delivery against compliance and standard IT processes (ie ITIL) Ensure actions are in place to remediate service deficiencies Deliver pro-active service improvements and efficiencies Contribute to the delivery of agreed release management and deployment activities (infrastructure and applications) at a global level Dimensions Working under the Technical User Access OLM Part of a global team currently based in Houston, Rijswijk and Bangalore Business dimension: around 5400 Technical end-users primarily based in the upstream and P&T locations globally Auto req ID: 106192BR Skillpool: IT Service Management & Delivery Country of Work Location: United States Company Description: Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals. As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business. Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions. Disclaimer: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws. Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability. Work Location: Houston - EP Center Americas Requirements: Must have legal authorization to work in the US on a full-time basis for anyone other than current employer. Bachelor's Degree required. Degree related to Information Technology preferred. Minimum five (5) years of strong technical experience in Infrastructure service delivery on a global scale across Windows/Linux, high-performance computing and thin-client technologies. In-depth Windows and/or Linux OS knowledge required. Experience with cloud technologies such as Amazon AWS and Microsoft Azure preferred. Leostream broker knowledge preferred. Proven knowledge on the Subsurface business, workflows, tools and processes would be a plus. ITIL IT management processes (ability to operate stringent Change, Incident, Problem, Request, Asset Management and Release Management regimes). Ability to prioritize, and make appropriate trade-offs. Interface with customers, end-users and providers, maintaining effective relationships. Ability to identify and realize opportunities for improvement. Preferred Technical Project Lead experience, managing small projects involving multiple technical disciplines and/or participating in large projects delivering solutions for Upstream. City, State (if applicable): Houston, TX |
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