Company: Shell
Skills: IT - Analysis & Management
Experience: 7 + Years
Education: High School/Secondary
Location: Bengaluru, Karnataka, India

Where you fit it in

The eBanking Operations Support Team is responsible for the daily end to end support of eBanking interfaces (comprising of upstream ERP applications and downstream connecting banks)for the Shell Finance business units by ensuring that application services meet or exceed agreed SLAs by provision of application support and fault resolution services for eBanking.

What's the role

The Operations Support Analyst is responsible for the resolution of eBanking issues that arise during the payment and bank statement process. This will involve actively monitoring and working on the incoming requests sent to the eBanking 2nd line support mailbox by the business units.

Aside from above, you are expected for the following:
  • Actively and professionally communicates with the business users, business teams, the e-Banking first line team and external teams when resolving issues in a timely manner.
  • Provide functional guidance to 1LS analysts and natural team, build relationships with business process and delivery team focal points, understand important areas to focus for business/application knowledge.
  • Assist with maintaining/increasing knowledge in the team and business functional areas.
  • Staying abreast of application and business process changes within the team and business functional area, and making sure team has been appropriately trained and ready to support the changes being implemented. Ensure consistent execution of global standard support processes and tools.
  • Produce management reports for business performance reviews, and reviews with other stakeholders.
  • Manage SOX controls execution and effectiveness while answering to various queries from Auditors and making sure that we stay 100% compliant for all associated SOX controls.
  • Assist in major projects associated with e-Banking landscape and work in conjunction with Program/Project managers.

What we need from you
  • Educated to a degree level, preferably in Information Technology or similar and have ITIL 4 foundation certification
  • At least 7 years of experience in an IT application support environment supporting critical business applications.
  • Strong knowledge and experience in Linux. Understanding Kornshell scripting is preferred and Strong knowledge of business and solutions used in one or more of the following areas: Treasury, eBanking, ERP
  • Knowledgeable of Scripting Shell/Perl. Preferably Perl, Object oriented programming language Python/Groovy. Preferably Python
  • Knowledge and experience in ERP (mainly SAP), bank account management and eBanking processes and concept is preferred; Knowledge and understanding of idoc, edifact and xml file formats is preferred
  • Knowledge and understanding mapping concepts and connectivity between systems are preferred and Knowledge or experience of one or more of the following would be beneficial: Unix, Oracle, XML messages.
  • Strong stakeholder, interpersonal relationship and communication skills; Attention to technical details is a must, with focus on quality and accuracy.
  • Knowledge of application landscapes including underlying infrastructure & application security concepts