Application Monitoring Tooling Lead - Houston TX

Profile

141688BR

Job Title:

Application Monitoring Tooling Lead - Houston, TX

No. of Positions:

1

Job Description:

Where you fit in?

The Global Monitoring Operations (GMO) team in LOI Core Operations uses monitoring and system management tools and staff with diagnostic, troubleshooting and data analytics skills to minimize operational impact of IT issues and identify/mitigate operational risk. GMO works very closely with the Global Command Center (GCC) and the Enterprise Technology SOM (ETSOM) as they coordinate and manage incident response for high priority incidents impacting Business Critical applications and services.

What is the role?

This team-lead role for the Application Monitoring Tooling Team in GMO will focus on delivery, management and operations of a portfolio of application-centric monitoring tools. The tools cover a wide array of capability including end-user experience monitoring, availability monitoring for business-critical applications, operational monitoring for hosting assets (in cloud and on-premise) and enterprise event management with integration to ServiceNow. They will lead a global team that is a mix of Shell staff and contractors who do a mix of operations, development, and support for the tooling platforms.

The successful candidate will have a very strong background and experience in operational support using enterprise-scale application monitoring tools. Previous experience in application development, application monitoring, enterprise application monitoring tooling deployment and integration is essential. Project management skills and experience using DevOps agile delivery are required to oversee and manage a large mix of project and operational support activities. Expertise and experience in enterprise event management is a critical skill as this team will be leading adoption of Moogsoft as the strategic platform for delivering AiOps and integration with ServiceNow.

Strong operational troubleshooting and diagnostic experience is needed in this role as they will participate and provide support for senior-level operation escalations and major incidents. They should have experience deploying and managing tools on a mix of hosting platforms (on prem and cloud) and be familiar with security solutions and general IT services. Experience in process development and execution will be leveraged to bring more operational maturity to the Application Monitoring Tools team as well as GMO. Strong communication (written and spoken) and proven stakeholder management skills are essential as this role will regularly engage senior stakeholders and participate in thought leadership for enterprise monitoring and how this space can be leveraged to deliver/improve secure and reliable operations for the Shell Group.

The Application Monitoring Tooling lead will manage a group of technical tooling advisors and analysts who will be operating, supporting and managing application monitoring tools. The tools focus on ensuring application availability of business-critical applications, monitoring end-user experience for the enterprise, and leveraging alert data from all monitoring tools to improve and automate operational response.


Works in close collaboration with other GMO tooling teams to ensure that tooling operates consistently and is fit for purpose
Provides advice and guidance to stakeholders specifically on how the tooling can be leveraged to deliver improvements in IT services
Adept in keeping key stakeholders informed when incidents are occurring and following up on Problem management issues.
Creates and analyses process performance reports enabling monitoring of compliance against CSLs and KPIs and raises back-to-green plans as needed to drive Operational Excellence.
Identifies structural improvements on the tools that are related to poor performance, gaps, or process anomalies that prevent effective Operations and works with Suppliers, ET-SOM and IPPD to remediate as needed
Ensures LOI is a strong influencer and participant in the process and service management tooling projects, to help ensure changes being developed support improved business outcomes.


Key Accountabilities


The Application Monitoring Tooling team lead will be responsible for a group of technical tooling advisors and analysts who will support and manage the foundational application monitoring tools of the enterprise.
The tools deliver end-user experience monitoring (Aternity), synthetic monitoring (VuGen and Thousand Eyes), hosting infrastructure monitoring and application performance management (Riverbed AppInternals), and AiOps with integration to ServiceNow (Moogsoft).
Works in close collaboration with other tooling teams in GMO as well the monitoring teams in GCC, ETSOM, and GCMC to ensure that tools operate consistently and are fit for purpose.
Provides advice and guidance to stakeholders specifically on how the leverage application monitoring tooling to deliver secure and reliable operations for the enterprise
Adept in keeping key stakeholders informed when incidents are occurring and following up on problem management issues.
Creates and analyses process performance reports to demonstrate that application monitoring and AiOps platforms are operating at agreed service levels • Identifies structural improvements on the tools that are related to poor performance, gaps, or process anomalies that prevent effective Operations and works with Suppliers, ET-SOM and IPPD to remediate as needed.
Ensures LOI is a strong influencer and participant in the process and service management tooling projects, to help ensure changes being developed support improved business outcomes.


Auto req ID:

141688BR

Skillpool:

IT Service Management & Delivery

Country of Work Location:

United States

Employment Type:

Full Time

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:

What we need from you


Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
Bachelor's degree related to IT or Engineering.
Minimum fifteen (15) years’ experience in IT with formal or informal leadership experience with at least ten (10) years of experience with enterprise event management platforms.
Operational experience leading application monitoring teams using industry-leading tools at scale.
Problem-solver mentality with a proven track record deploying and operating application monitoring tooling.
Strong record of effective engagement with senior IT stakeholder dealing with and communicating across operational issues.
Record of strong working partnership with IT service providers in resolving operational problems.
Experience with application monitor tooling integration including alert flows for event data (REST, API, syslog, webhooks, etc.).
PMP or equivalent certification in project management with DevOps certification/experience. Required?
A run to the fire attitude that can accommodate operation issues with a bias for action and ability to quickly make decisions with partial information
Ability to work effectively across time zone, culture, and organization boundary to do whatever is needed to resolve operational issues
Commitment to make things better to improve the GMO Ops function and deliver broader operational impact.
Prefer candidate with Moogsoft experience as this is the strategic AiOps platform for Shell.


City, State (if applicable):

Houston, TX

Company info

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