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Service Integration JG3

Icon Information Consultants

This is a Full-time position in Houston, TX posted July 15, 2021.

Job DescriptionIntegration ManagerTelecom Company experience is REQUIREDHouston, TX 77082Duration: 6months Description/Comment:Service Integration is responsible for ensuring infrastructure services provided by the IT organization remain integrated with key ITIL processes as a Demand Management, Request Management, Incident and Problem Management & Change and Release Management.

The Service Integration Manager ensures new infrastructure services are leveraged by applications in line with the ITIL requirements for application and service delivery.

The Service Integration Manager is responsible for monitoring and taking actions on alerts concerning availability of a landscape of services.

They ensure key availability and security KPIs remain integral and escalate within the IT Services and Operations organization when service levels deteriorate.

The role acts as Expert in ensuring that existing infrastructure services remain integrated and that new infrastructure services are leveraged.

Provides advanced level of input concerning assigned scope of work.

Has frequent exposure to / interaction with senior levels of business leadership (EC-2 and EC-3) Works independently under minimal managerial supervision.

Delivers the work as assigned, applying the work procedures, frameworks.

Guidance provided for those tasks where there are limited precedents available.Additional Job Details:This role is part of the Enterprise Technology Services and Operations (ETSOM) organization in Shell IT whose mission is to provide secure and reliable enterprise wide IT services for Shell globally.

This role is focused on delivery of Connectivity services consumed by Business units This position plays a critical role in meeting operational performance expectations by
– providing technical expertise in resolving difficult incidents
– making proactive interventions including the use of data and analytics to help solve systemic issues
– providing strong steer for future tooling requirements that are relevant for business applications
– demonstrating strong and visible leadership in leading a global team of subject matter experts providing 3rd level support for business consumed Connectivity services.

– Defining, developing and sustaining the required technical skills of the team whilst preparing them for broadening opportunities
– Ensure relevant ITIL processes are effective across internal and external organizational boundaries Accountabilities: To develop and maintain technical skills and working relationships within Shell and externally To define and sustain a service for Connectivity with the wider Operations of ETSOM and Business SOMs Proactively oversee a sustainable process to refresh Connectivity hardware and upgrade software To ensure sustainable resolutions of all major operational problems in the Connectivity services scope.

Act as the departments technical expert when liaising with architects and other business SMEs Participate in a broad range of DRBs/Steering Teams for New Service Developments and Products Business Dimensions: The Service integration Manager will manage all activities for all Enterprise Services consumed by businesses for the complete Connectivity portfolio globally.

The incumbent directly interfaces with both supplier and business IT stakeholders across all lines of business.

These services are critical in providing the foundation layer for all IT in Shell.

The role has an extra dimension as the incumbent will be responsible for bringing Connectivity SOM readiness to insource Connectivity work from Telecommunication.

The incumbent will manage activities with a high degree of autonomy driven by operational nature and real time criticality of the role.

Scope covers a subset of the Connectivity estate The operational nature of the role will require out of hours, sometimes unplannedMANDATORY: Typical Years of Experience: 12+ years in IT with years in a Telecom Company Significant experience of working in a senior management role 4-year Degree related to IT Current certifications in networking technology e.g.

CCNP, ZScaler, Palo Alto Skills MANDATORY: Ability to solve technical operational issues in data and voice networking based on significant knowledge and hands on experience e.g.

o Perimeter technologies, Firewall, VPN and remote access o LAN/WAN/WLAN topology, Design and Implementation o Routing and switching protocols
– OSPF, BGP, etc.

o Network Performance tuning o Voice technologies e.g.

IPT, call centers, SIP Ability to work in a team with subject matter experts in other areas e.g.

hosting, clients using a good technical understanding of their areas Effective and proven project management skills Proven ability to exploit data and analytics to ensure delivery of secure and reliable services Proven and well-developed man management and leadership skills, motivating and developing an operational team to deliver Experience of working as a customer with 3rd parties Strong communication and stakeholder management skills Language skills, English, Proven experience in managing compliance

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