Senior Detection Analyst
- Hybrid
- Amsterdam, Noord-Holland, Netherlands
- Delivery & Operations
Job description
WE ARE SHELL RECHARGE SOLUTIONS
We're on a mission to enable cleaner transportation for everyone, driving the way towards a lower-carbon future. We do this by designing and building solutions for charging electric vehicles on-the-go. With some of the most passionate and experienced minds on our side, we aim to make charging easy and accessible.
YOUR TEAM IS IN CHARGE OF
As our Senior Detection Agent you will play a crucial role in pro-active monitoring and analyzing the performance of our EV charging network. This position involves real-time monitoring, identifying potential issues and trends, categorizing these in incident types and coordinating with various teams to resolve incidents effectively. Also, you are responsible for the smooth operations when changes & releases happen to our charger network, like firmware and configuration key changes. The Senior Detection Agent will work closely with the wider Monitoring & Detection team, local ops teams, OEMs and IDT to ensure the stability and reliability of our charging solutions. You will use our CPMS, cloud-based systems like EVE-C, and infrastructure-as-code knowledge and adopt new ways of workings that enhance our monitoring capabilities. You will leverage best practices across markets and to the upstream part of the EV value chain, so that insights are taken into the PCR cycle and are captured in charger testing processes and agreements with OEMs.
This is a skilled role requiring both strong problem-solving skills and a high-level technical knowledge. You will play a leading role for the local market on behalf of Shell Recharge Solutions in delivering insights & solutions to help achieve our charging success rate (CSR) and uptime goals. Your focus market is subject to the division of geographies in the central team.
We are one team with one goal so it goes without saying that you can’t do all this without excellent teamwork skills and broad stakeholder focus. As we are an evolving organization, you also contribute to shape the role and that of the wider team to the continuously changing needs of the Shell organization in thriving through the energy transition.
Extra notice:
We strive for a high performance of the Charging Network towards our customers. You might be required to manage incidents outside office hours, with an intended maximum of 2 hours per weekend day and/or beyond office hours during weekdays. This will be subject to upfront planning, alignment and via an on-call duty schedule. This arrangement will be stipulated in a policy and will be subject to a compensation schedule outlined in said policy.
THIS IS HOW YOU WILL CONTRIBUTE
Your core accountabilities are to...
Conduct real-time surveillance of our EV charging systems to proactively identify and mitigate performance issues and anomalies near 24/7 basis. As such, you collaborate with IDT and FMC players to ensure incident detection also happens outside office hours (monitoring shifts among teammembers subject to duty schedule)
Utilize advanced monitoring tools to detect unusual activities and potential threats.
Analyze detected incident patterns to determine their nature, impact, and root cause.
Collaborate with local ops teams and other stakeholders to resolve incidents promptly.
Deliver on change & releases like firmware changes and drive insights & intelligence back into testing processes and tech discussions with the wider Shell organization.
Perform advanced data analytics to identify patterns, trends, and potential problems within the charging network.
Document and report detected issues, actions taken, and outcomes to PCR-cycle, management and relevant stakeholders.
Coordinate with the IDT and regional ops teams to ensure seamless communication and efficient issue resolution.
Participate in continuous improvement initiatives to enhance the performance and reliability of the EV charging network, including the automation of alerts.
Point of contact for Local Networks Operations Teams
Coordinate Detection Specialists team, assignment & divisions of tasks
Success will be when you...
You contribute to the highest charging performance standards in the industry. Key performance indicators will be CSR 2.0, Uptime 2.0, number of incidents detected, categorised and resolved within SLA.
You enable pro-active detection of incidents and resolving these remotely or with IDT & local Ops teams in a timely manner, engaging all stakeholders effectively
You structurally improve the performance of the network by disseminating intelligence, implementing best practices and adopting improved ways of workings
Job requirements
THE PERSON WE ARE LOOKING FOR
Minimum of 3 years of experience in a monitoring or technical support role, preferably within the EV charging industry or similar B2B environment.
Strong technical knowledge of EV charging solutions, including hardware and software components.
Proficiency in using monitoring tools and software.
Excellent analytical and problem-solving skills
Demonstrate attention to detail, follow through, and ability to prioritize quickly.
Demonstrate good judgment on when to solve problems individually and when to involve others
Effective communication skills, both written and verbal.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Fluency in English (C1) is a must.
Advanced Microsoft Office skills (Excel, Word, PowerPoint).
Experience with SQL data query language
You are authentic & inclusive. As part of our team, we enjoy being down-to-earth and aim to have a positive outcome for everyone. We do this by creating trust – and trust comes from transparency, openness and by being up-front as a person.
WHAT IS IN IT FOR YOU?
Working at Shell Recharge Solutions means working in a fun, fast-growing international company with big ambitions.
By joining us, you will:
Contribute to a more sustainable future;
Become an expert in e-mobility;
Work in an open and diverse culture with colleagues from all over the world;
Receive a competitive salary that fits your experience + yearly bonus;
Receive a work from home budget to professionally equip your home office;
Have 28 paid days of annual leave based on a 40 hour work week;
Be able to spend up to 5 working days a year on volunteering;
Develop your skills and expertise through several training sessions. Besides this, you will receive a personal training budget and set your annual goals with your personal development plan;
Enjoy our monthly fun get-togethers (drinks), our annual winter and summer outing, and lots of other events or sport teams initiated by colleagues.
Please note: If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
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Perks
Flexible by Design
Whether you're working from home or the office, we prioritise balance. Our hybrid model, work from home allowance, and lunch allowance give you the tools to grow while living life fully.
Inclusive Always
We're committed to equity, diversity, and inclusion (ED&I) in everything we do. We celebrate differences and welcome applicants of all ages, genders, abilities, backgrounds, and experiences.
Investing in You
We champion experiental learning and personal growth, not just career progression. With your personal development budget, you'll be given the tools to grow.
Volunteering
At Shell Recharge Solutions, you're not just part of a company - you're part of a community. You'll receive up to 5 days paid leave per year for volunteering in your local community.