Service Lead – Business Objects Shared Service

Recruiter
Location
Kuala LumpurCentral
Salary
Competitive
Posted
26 Nov 2016
Closes
01 Dec 2016
Ref
76094BR
Sector
Oil and Gas
Contract Type
Permanent
Hours
Full Time
Role synopsis
The IT&S Business Application Services (BAS) team is accountable for the provision of safe, reliable and effective IT solutions across BP. They deliver end to end support and development services for over 7,000 applications worldwide. BAS brings together application maintenance and application development capabilities, ensuring that applications are designed, built, implemented and sustained to meet current and future business needs. BAS also provides skilled PM and PMO resources to projects across all IT&S areas.

The BAS Enabling Solutions team is a multi-disciplinary team which delivers support, maintenance, development, operations, and change across a portfolio of applications used across multiple business areas typically providing enabling solutions rather than transactional business facing applications.

Service Lines within the team include SharePoint, Integration, Portals/Mobile, Tools & Data and Archiving. The Service lines are based on grouping of similar technologies providing similar outcomes.
Each Service consists of the following team structure:
  • Service Delivery Manager (direct report to the Director of Enabling Solutions) responsible for ongoing stakeholder relationship management and delivery for Application Maintenance / Application Development
  • Service Leads/Analysts who gather and interpret business requirements for change into functional designs, own technical solution designs / IP, provide SME L3 support and deliver change utilizing a variety of delivery models such as direct project resource augmentation or utilization of the IBM factory model. They would also be responsible for proactively protecting the production assets of the company.

The Data and Analytical Service Line includes the following technologies:
  • Informatica
  • BOSS
  • MDM
  • Enterprise Data Modelling (EDM)
  • Agile Analytics
  • Winshuttle
  • SingleSource
  • Spotfire
  • Tableau (in transition)
  • Other similar technologies and data migration services

The AM Service Lead -
  • Maintain a robust and reliable applications environment (from Service Desk to Application, Operating System, Database and related infrastructure) and where Application Services are known for 'Silent Running' and fit for purpose Support
  • Develop strategy and roadmap for BOSS, including expansion of BOSS usage, deployment on mobile devices, and migration to the cloud
  • Manage stakeholder relationships across multiple businesses and IT functions
  • Ensure business and system requirements are aligned with overall data architecture
  • Participate in and review planning, scoping and estimation of deployment and operational activities.
  • Understand and take ownership for appropriate ITIL processes (incident/problem management, change management, release management, contract management, etc.).
  • Assist in the management of external contracts and internal operating agreements to ensure application integrity is maintained as per the service level agreement.
  • Ensure root cause analysis is performed for major incidents and proactively surface and drive mitigations for application service risks.
  • Responsible for acceptance of new or changed solutions (incl. enhancements and projects) into Operations and ensuring that an appropriate support model is in place to enable a move into Steady State.
  • Validate Cost of Change ('Service Change Notes') relating to new or changed scope with suppliers.
  • Ensure the support team adheres to all applicable IT&S standards and policies.
  • Proactively identify major service risks, highlight appropriate proactive maintenance requirements and investment needs.
  • Communicate details of Priority 1 and Priority 2 incidents (impact, expected resolution, etc.) as necessary to the business and other stakeholders.
  • Provide oversight of 3rd party support organization
  • Promote security and best practices, as well as own technical controls and compliance with BP Digital Security principles.
  • Act as a key point of escalation for BOSS-related incidents and issues.
  • Drive governance of tickets to ensure resolution as per agreed service levels.
  • Seek out and drive continuous improvement opportunities.
  • Leverage successful products, processes and best practices across the BP Group.
  • Ensure all required documents are delivered, documentation database updated, tests are made, completed and documented
  • Responsible for capturing and managing risks associated with the Application/Service - remediation planning where required


Key accountabilities
  • Ensure that all business and system requirements are aligned with the principles and the overall data architecture governance and support deployment projects as the Subject Matter Expert (SME).
  • Assist in the development and governance of solution strategy, supporting methodology and processes, project approach and technical standards for the service/application.
  • Participate in quality reviews to ensure traceability of the designs to the requirements.
  • Contribute towards planning, scoping and estimation of service/application deployment and operational activities.
  • Consult and engage with deployment teams, end users & process owners to ensure that data architecture and integration into the service/application are understood and incorporated into system designs.
  • Build a working relationship with the business super user network and an understanding of business requirements to be in a position to assess the impact of any changes to service/application from a business standpoint and to prioritize accordingly.
  • Assist in the management of service/application to agreed service levels with end-to-end service accountability extending to managing/influencing 3rd party vendors.
  • Understand and take ownership for appropriate ITIL processes for the service/application (incident/problem management, change management, release management, contract management, etc.).
  • Assist in the management of external contracts and internal operating agreements to ensure application integrity is maintained and operate as per service level agreement.
  • Ensure root cause analysis is performed for major incidents and proactively surface and drive mitigations for application service risks.
  • Promote security and data privacy best practices, as well as own technical controls and compliance with BP Digital Security principles.
  • When required, act as a key point of escalation as necessary for applications-related incidents and issues.
  • Drive governance of tickets rose to technical and operational service providers to ensure resolution in line with agreed service levels.
  • Seek out and drive continuous improvement opportunities so that the service/application better meets BP business requirements
  • Leverage successful products, processes and best practices across the BP Group.


Essential Education
  • A degree in a computer-science or related subject (or relevant work experience)


Essential experience and job requirements
  • Proven proficiency in dealing with complex technical issues in an application environment and should be confident in dealing with technology users in a support capacity
  • Proven systems delivery and/or design knowledge in data technologies
  • Ability to communicate effectively and manage support from a wide range of service provider groups, both internal and external to BP, to ensure application SLAs and BP business objectives are achieved
  • Ability to "work the matrix" and influence groups outside of the direct management chain in order to protect the end-to-end application service
  • Strong understanding of appropriate BP life cycle management and development methodologies (e.g., SMART)
  • Consistently demonstrate BP Values and Behaviours


Other Requirements (e.g. Travel, Location)
N/A

Desirable criteria & qualifications
  • Experience of working in a complex multi-vendor / multi-cultural environment
  • Financial acumen/commercial awareness
  • ITIL process awareness/certification
  • Experience with key data application technologies (SAP and non-SAP)


Relocation available
No

Travel required
Negligible travel

Is this a part time position?
No

About BP
Our business is the exploration, production, refining, trading and distribution of energy. This is what we do, and we do it on a truly global scale. With a workforce of 80,000 employees, BP operates with business activities and customers in more than 80 countries across six continents. Every day, we serve millions of customers around the world. We are continually looking for talented, committed and ambitious people to help us shape the face of energy for the future.

BP is one of the three largest energy companies in the world, operating in over 100 countries across 6 continents. Information Technology and Services (IT&S), provides a full range of IT services to BP's global business segments. IT&S Global Operations and Infrastructures (GOI) plays the critical role of delivering defined world-class operational services that the BP businesses can rely upon in support of their own performance. Our specific accountabilities include the delivery of services to specified target levels, including availability, recoverability and cost to the corporation. These services must also be delivered safely and secured against the growing risk of viruses and other security threats. GOI's goals for working with its customers are to: Deliver reliable, secure and recoverable infrastructure services, achieve base levels of enterprise integrity, ensure transparency of costs and services, provide customers with choices that meet their needs, demonstrate superior performance through benchmarks. We aim to benchmark our performance favourably against a defined peer group of the world's best and intend to raise our levels of performance and professionalism to rival any major business corporation in the world - this is what we mean by being "World Class". To achieve this exciting level of performance will require a commensurate level of enthusiasm, commitment and expertise in our people.

Segment
Corporate & Functions

Closing Date
[ "24-Jan-2017" ]