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Title:  IT Shared Services Operations Lead

Location:  INDIA - Bangalore
Requisition ID:  2786

Job Summary

  • As Operations lead, IT Shared Services, you are responsible for running Operations of NetApp IT in Application Integrations, Content Management, Application Platforms, Oracle Apps DBA, and Database Operations with the help of vendor team members.

    You will need to represent IT Shared Services in Change Advisory Board (CAB) and drive IT change management. You will need to provide directions and drive as needed for Incident Management and Problem Management, and responsible for honoring to SLAs across all service areas of ownership.

Job Requirements

  • Responsible for smooth running of ‘technology layer’ of NetApp IT Applications
  • Accountable for adhering SLAs in each of the service area
  • Own and drive IT change management
  • Work closely with vendor teams of multiple technology operations, provide directions to them for Incident Management, and Problem Management.
  • Drive the incident calls, with the help of other stakeholders and support teams. Lead RCA where needed.
  • Work in collaboration with IT Shared Services L3 teams.
  • Contribute to Releases from Operations perspectives.
  • Works closely with NetApp IT application operations managers, application delivery managers, and technology delivery managers
  • Work closely with NetApp ITIL process team, and other application operations teams.
  • Should deal with competing priorities, and multi task.
  • The usual tasks of this role are non-routine and unstructured, requiring creative solutions.
  • Occasional travel 0-10% may be needed.


  • Bachelor degree in Computer Science, or other branches of Engineering / Science is required.
  • 12+ years of experience in IT is required.
  • 2+ years of experience in IT Support Operations required. Should have lead team of Application / Technology operations.
  • Experience of driving Change Management Incident Management, Problem Management is required.
  • Experience of representing ITIL CAB (Change Advisory Board) or similar change approval meetings is preferred.
  • Experience of driving incidents to resolution, and providing RCAs is needed.
  • Strong conceptual understanding of at least two of the following technologies required – Integration / SOA, Content Management, DevOps, Platform Engineering, Oracle Apps DBA, Databases, Cloud.
  • ITIL Certification is desirable.
  • Should be conversant in using ServiceNow (or any similar ITIL compatible tool)
  • Should have good understanding of multiple Enterprise COTS applications as well as SaaS products.
  • Experience working in Matrix organization of teams is required.


Job Segment: Operations Manager, Oracle, Database, Engineer, Operations, Technology, Engineering

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