Job Description

, India
Job Family Group: Information Technology (IT)
Worker Type: Regular
Posting Start Date: May 21, 2025
Business unit: Shell plc CIO
Experience Level: Early Careers
:
The Business Assist Desk Team is responsible for delivering application and business workflow support services to the Upstream Business of Shell, as part of support services provided by the Project & Technology, Upstream, Integrated Gas and Renewable Energy Solutions IT Operations.
In term of geographical distribution, the team supports all regions (Asia, Europe, Middle East and Americas). The team consists of 6 members covering Anaplan & Palantir applications.
Whats the Role
As an Associate Ops Engineer P1 & Anaplan, youre responsible for providing 24x5 support for Planning One and Anaplan application in accordance with agreed service levels. The main activities involve Investigating & providing solution to end user, Logging and tracking call tickets/incident tickets, modeling, enhancements and as well as having the ability to address Planning One, Anaplan application enquiries or issues, perform complete Run & Maintain activities for Anaplan.
What youll be doing

• Perform end to end Run & Maintain support for Anaplan.
• Receives, logs, and prioritizes requests and Incidents in accordance with agreed Business service levels.
• Focus on technical delivery and assess risks, work on integration & reporting.
• Expected to contribute as team player, incorporating the available and applicable best practices across processes.
• Challenging the status quo and ensuring optimal end user experience.
• Can stay compliant to respond to queries received via skype calls & emails, as per applicable SLAs.
• Flexible to work in a 24X5 in different shifts including Night Shifts
• On calls support on weekends.
• Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
• Escalate support requests to Functional and Technical support teams, where required and continue to monitor the issue until final resolution, managing the relationship with the customer, to optimize customer satisfaction
• Provide expert service to issues raised in support call tickets assigned to team and ensure closure of the incidents.
• Provisioning of users as per the request and associated SLAs.
• Provide compliance evidence for IRM compliance assurance process as mentioned in the Control Work Instruction.
• Create How to documents (Knowledge Articles) for repetitive issues.
• Coach junior support staff in his/her area of expertise to minimize a disparity of knowledge /skills among team members.

TEAM RESPONSIBILITY:

• Team provides end to end Run & Maintain (L1 & L2) support for all deployments in Anaplan.
• Functional Assist team is the 1st point of contact with users and will carry out up front analysis and resolve as many calls/issues as possible (Upstream-IT target is 70%).
• The Functional team supports 24 * 5 in different shifts
• On calls support on weekends.
• On average, 70+ Incident Tickets are raised monthly which originate from call tickets. These include bug fixes, consultancy and "how to" types of requests, among others.
• Issues will be escalated to 2nd line support if the team is unable to solve them within the target time. Functional Assist Analyst have no change capability; therefore, all technical issues are escalated immediately.
• The Functional Assist team is the owner of all issues from first contact through to resolution and represents the main contact person between users and 2nd line support.
• The team will own and follow up on tickets until it is resolved, with a goal to remain within the agreed SLA targets. This is in line with the ITIL process.
• The team will prioritize and challenge each issue based on standard IT severity guidelines.

What you bring

• 3-5 years of experience in Support.
• Knowledge of Anaplan planning tool. Anaplan Level 3 certified Model Builder.
• Understanding of data models and hierarchies in Anaplan including:
• o Data loading
• o Data Integration
• Understanding Palantir Planning Tool (Planning One) including:
• o Able to answer end user queries
• o Master Reference Data upload
• o Planning One Hierarchies
• Understanding of Software Development Life Cycle.
• Change skills including Agile & Systems Thinking.
• Understanding of cloud-based SaaS market offerings.
• Basic understanding of Planning, Budgeting and Forecasting cycle
• Knowledge about ITIL process
• Hands on experience on Service management tool- SNOW

BEHAVIORAL SKILLS AND KNOWLEDGE:

• Passion for delivering excellence and enabling decision makers
• Flexible to work in shifts. (24x5 Shift support and Weekend On call Support)
• Flexibility and change capable mind-set
• Eager to challenge current ways of working
• Excellent relationship building skills
• Learners mindset
• Focus on quality and timely output
• Fearless in dealing with stakeholders to drive outcome
• Innovative and problem-solving mind-set
• Must be organized and detail oriented
• Live the Business users values.
• Flexible to work in a 24X5 environment in different shifts.
• On-call support over weekends.

What we offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. Youll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. Youll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.

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We'd like you to know that Shell has a bold goal: to become one of the worlds most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
Shell in India
Shell is a diversified energy company in India with 13,000 employees, and presence in Integrated Gas, Downstream, Power, Renewable and Upstream. Additionally, we have deep capabilities in R&D, digitalisation, and business operations.
Our global strategy, Powering Progress, is designed to generate value for our shareholders, customers, and the wider society, and focuses on creating more value with less emissions. The strategy supports our purpose of providing more and cleaner energy solutions, with the aim of profitably transforming Shell into a net-zero emissions energy business by 2050. As India moves towards its target of net-zero emissions by 2070, Shell India aims to play a leading role in securing vital energy for today, while investing in, and helping to build, the energy system of the future through strategic investments in the country.
Our Lubricants business serves over 50,000 consumers through a strong network of over 200 distributors, and operates an end-to-end value chain that spans conceptualization, development, and production at a world-class blending plant at Taloja. Through our 350-plus retail stations, we offer an integrated mobility experience including fuels, cafes, and convenience stores, with a prominent network of EV recharging facilities.
Shell owns and operates a LNG re-gasification terminal at Hazira, Surat, with a capacity of 5 MTPA and a LNG truck-loading unit that plays a crucial role in helping meet Indias growing demand for gas across sectors. In 2022, Shell acquired Sprng Energy in a $1.55 billion deal to build an integrated energy transition business in the country. Sprng is a leading renewable energy company in India which develops and manages solar, wind, and hybrid power generation facilities and infrastructure.
Our three capability centres across Bangalore and Chennai serve as a technology and innovation powerhouse for Shell globally, working as a delivery engine for core technical, digital, and finance processes: pioneering digital innovation and cutting-edge technologies across the energy sector. We also have strong academic partnerships and collaborations with leading universities and technology institutes to accelerate decarbonization efforts within the energy sector.
We are committed to positively contributing to the communities in which we operate through programmes on STEM Education, Skilling, and Livelihood across India. We nurture and invest in startups developing initiatives focused on accelerating energy innovation through programs such as Shell E4 and Shell Eco-marathon. We also have strategic investments in new energy companies such as Husk Power, d.light, Orb Energy, and Cleantech Solar.
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 Shell/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 is an Equal Opportunity Employer.