Major Incident Analyst

, India

Job Family Group
Information Technology (IT)

Worker Type
Regular

Posting Start Date
October 23, 2025

Business Unit
Projects and Technology

Experience Level
Experienced Professionals

Job Description
What's the role
As a Major Incident Analyst, you will be a key member of the Global Command Center (GCC) within the IDSO OIC team, supporting Shell's IT Operations in ensuring secure, stable, and reliable services. Your primary responsibility is to manage IT Major Incidents across both applications and infrastructure, safeguarding the operational continuity of services delivered by internal and external suppliers. You will play a critical role in integrating and operating one of the world's largest and most complex IT estates. This includes working across hybrid environments – on-premise and cloud – and navigating a landscape with numerous integration points. You'll be involved in end-to-end service management, coordinating with diverse service providers to deliver seamless, high-value IT services to Shell.

What You'll Be Doing

• Lead Major Incident calls involving suppliers and business stakeholders to drive swift service restoration and minimize impact.
• Maintain strong and effective relationships with Operational Landscape Managers (OLMs), Contract Landscape Managers (CLMs), and key business stakeholders to ensure alignment and collaboration.
• Support communication and governance across internal teams and external partners, ensuring transparency and accountability during incident management.
• Foster collaboration within the IDSO team by building effective working relationships and contributing to a high-performance culture.
• Promote best practices in service management, IT operations, tooling, and compliance to enhance operational efficiency and resilience.
• Influence local stakeholders and actively contribute to strategic initiatives that improve service delivery and operational excellence.
• Leverage coding skills (if applicable) to support automation, reporting, or tooling enhancements within the incident management process.
• Use monitoring tools knowledge for analysing major incidents. Tools like Dyntrace, solarwinds, thousand eyes, Grafana.

What You Bring

• 5 to 8 years of experience in IT is required, with a strong focus on Major Incident Management.
• Bachelor's degree or equivalent in any discipline.
• ITIL V4 Foundation certification is mandatory.
• Basic understanding of IT infrastructure to effectively support incident resolution.
• Proven experience in leading major incident calls and driving resolution.
• Hands-on experience with ServiceNow, particularly in Major Incident and Problem Management modules.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Demonstrated ability to build and maintain professional relationships with colleagues, stakeholders, and external partners.
• Comfortable working independently across global teams, cultures, and organizational boundaries in a virtual environment.
• Preferred certifications in IT infrastructure technologies such as CCNA, Storage, or ITSM.
• Completion of ServiceNow training (e.g., ServiceNow Fundamentals or ITSM Fundamentals) is a plus.
• Familiarity with data analysis to support decision-making and reporting is advantageous.
• Exposure to continuous improvement methodologies to enhance operational efficiency.
• Knowledge of Power Apps for automation and tooling enhancements is a plus.
• Willingness to work flexible shifts (e.g., 6AM - 3PM) and be on-call during weekends, typically twice a month.

What We Offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You'll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You'll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a value-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organization to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programs.

We'd like you to know that Shell has a bold goal: to become one of the world's most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

IMPORTANT NOTE: After you submit your application, you will receive an email providing a link to an online assessment that is a mandatory part of the process. The email will come from HireVue - please check your spam/junk mailbox if you do not see the email. Once completed, your application will be reviewed to determine next steps. Thank you for your interest in Shell.
Shell in India
Shell is a diversified energy company in India with 13,000 employees, and presence in Integrated Gas, Downstream, Power, Renewable and Upstream. Additionally, we have deep capabilities in R&D, digitalization, and business operations.

Our global strategy, Powering Progress, is designed to generate value for our shareholders, customers, and the wider society, and focuses on creating more value with less emissions. The strategy supports our purpose of providing more and cleaner energy solutions, with the aim of profitably transforming Shell into a net-zero emissions energy business by 2050. As India moves towards its target of net-zero emissions by 2070, Shell India aims to play a leading role in securing vital energy for today, while investing in, and helping to build, the energy system of the future through strategic investments in the country.

Our Lubricants business serves over 50,000 consumers through a strong network of over 200 distributors, and operates an end-to-end value chain that spans conceptualization, development, and production at a world-class blending plant at Taloja. Through our 350-plus retail stations, we offer an integrated mobility experience including fuels, cafes, and convenience stores, with a prominent network of EV recharging facilities.

Shell owns and operates an LNG re-gasification terminal at Hazira, Surat, with a capacity of 5 MTPA and an LNG truck-loading unit that plays a crucial role in helping meet India's growing demand for gas across sectors. In 2022, Shell acquired Spring Energy in a $1.55 billion deal to build an integrated energy transition business in the country. Spring is a leading renewable energy company in India which develops and manages solar, wind, and hybrid power generation facilities and infrastructure.

Our three capability centers across Bangalore and Chennai serve as a technology and innovation powerhouse for Shell globally, working as a delivery engine for core technical, digital, and finance processes: pioneering digital innovation and cutting-edge technologies across the energy sector. We also have strong academic partnerships and collaborations with leading universities and technology institutes to accelerate decarbonization efforts within the energy sector.

We are committed to positively contributing to the communities in which we operate through programs on STEM Education, Skilling, and Livelihood across India. We nurture and invest in startups developing initiatives focused on accelerating energy innovation through programs such as Shell E4 and Shell Eco-marathon. We also have strategic investments in new energy companies such as Husk Power, d.light, Orb Energy, and Cleantech Solar.

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 Shell/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.