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Application Support Analyst


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Application Support Analyst

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Reference ID R39966 Updated 14/05/2022 Employment Type Full time Experience level Experienced Professionals
Country India City/State Bengaluru Work Location Bengaluru

The Role

General Position Definition

Global Functions SOM is part of an enterprise-wide IT organization where collaborative working with colleagues elsewhere in GF IT and in ITSO is fundamental in providing high quality, well managed and fit for purpose end-to-end solutions for the businesses.

The Group Controller portfolio is a key business IT application portfolios in Finance IT and in the Shell Group. Errors or delays in processing can incur significant impact on shareholder value, measured in USD billions with significant impact on Shell’s reputation. The Group Reporting applications are some of the most critical systems within Shell. Most applications are Super Prime service level and marked as Business Critical. A number of applications contain Most Confidential data and are in SOX scope.

Position description - Purpose


The Support Analyst Reporting & MI is responsible for delivering smooth operations of the Group Reporting landscapes and their related back-end technology. The job manages most operational activities related to processes in the operations management part of the IT delivery. The job is also responsible for monitoring the availability and reliability for the landscape that they oversee to meet the KPI’s as agreed in the SLA.

The Support Analyst Reporting & MI builds the necessary relationships and operational ways of working with stakeholder teams to ensure the effective delivery of their day to day activities.

Working in a 16x5 shift and during certain periods 24x7 shift with on-call outside service hours is part of the job.

Position description - Accountabilities


  • Main priority is the daily operations of the Run & Maintain of the landscapes. (Business Continuity)
  • Activities are mainly related to 2nd and 3rd line support
  • Monitoring and managing automated tasks (incl. scheduling batch tasks) on application level
  • Coordinating and monitoring data distributions, data archiving, reorganization and housekeeping activities in relation to the application(s) environment
  • Maintenance and communication related to the application maintenance calendar
  • Coordination of application support package installation (with support teams and suppliers) and co-ordination of supplier initiated changes
  • The application support of technical IT tools (i.e. RevTrack, Solution Manager)
  • Translate business needs to functions in the systems
  • As part of day to day job, ensure that all the works are done accordingly to the general controls as per documented in the application summary file
  • Execute specific control tasks and reporting by following documented work instructions as part of the segregation of duty as per required in the supported application summary file
  • Ensure compliance with SOX controls and reporting as applicable
  • Participate in project transition to support activities, including application on boarding, scripting, and training, to update skills and knowledge to support new applications; possibly perform testing for projects and/or support changes

Position description - Special Challenges

  • The Group Controller portfolio scope is around 15 Business Applications of which most are Business Critical. (Most Confidential)

Mandatory Skills:

  • Over-all 6 to 8 years of experience in IT
  • Any Graduate
  • At least 6+ years of experience in an application support environment
  • Experience in system operations and expert knowledge of the operational production environments of the specific application portfolios
  • Experience in any of the below skills will be appreciated
  • SAP Netweaver BW
  • BPC 10.1
  • ABAP
  • BI4 Reporting
  • Language: Fluent in English (oral and written)
  • Understanding of application landscapes including underlying infrastructure and concepts of application security.
  • Able to assess & handle critical situations, and co-ordinate with many team players to restore normal IT service
  • Knowledge of service support, operation and design processes (ITIL)
  • Ability to operate in a virtual cross-cultural organization
  • Ability to handle concurrent tasks with appropriate priority

Preferred Skills:

  • Knowledge of financial processes
  • Strong interpersonal and communication skills
  • Experience with system/application development
  • Good customer-facing, interpersonal and communications (oral and written) skills
  • Strong problem analysis and trouble-shooting skills

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 is an Equal Opportunity Employer.

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