Entity:

Technology

Job Family Group:

IT&S Group

Job Description:

Role Overview

The Senior Service Engineer plays a crucial role in supporting service delivery management and the service governance process. This position is responsible for reviewing and acting on operational performance data, including IT outcomes, service levels, KPIs, and customer feedback. The primary objective is to ensure timely and high-quality delivery of services by providing technical support to resolve incidents and investigate problems, in alignment with agreed service levels. The role requires basic technical capabilities to support fault resolution, with a specialization in Operations Support.

The scope of responsibilities includes managing the delivery of services from both internal and external providers to achieve optimal performance, while adhering to agreed IT outcomes and maintaining appropriate levels of risk and resilience. The Senior Service Engineer is involved in activities such as service level management, supplier management, incident resolution support, change management, configuration management data maintenance, solution design quality assurance for enhancements, and performing project or enhancement delivery tasks according to their area of expertise. Collaboration with application support teams is essential for effective fault resolution.

About the Role at Castrol India

Castrol India currently utilizes a bespoke Distributor Management System, to capture all secondary sales transactions. In addition to Turfview, several other key applications collectively form the wider transaction system, which includes multiple API interfaces with both customers and other BP systems.

The Senior Service Engineer in this role is responsible for overseeing support and delivering a customer-focused environment of high quality. This involves working closely with business users to understand and elicit requirements, coordinating with vendors, and ensuring that Information & Engineering (I&E) delivers solutions that meet business needs and ensure a positive customer experience. The role also involves monitoring vendor performance—including key metrics such as SLAs and budgets—and ensuring that systems are compliant with audit requirements. BP is committed to fostering a diverse and inclusive workplace, upholding fairness, equal opportunity, and meritocracy to enable all employees to reach their full potential.

Key Accountabilities

• Maintain operational integrity by ensuring compliance with architectural and security standards, along with adherence to compliance and policy controls defined by Strategy, Digital Security, and other relevant regulatory, legal, and compliance functions.
• Oversee the development, testing, operations, and continuous improvement of digital products.
• Lead the creation and implementation of operational procedures and work instructions, enabling successful execution of maintenance duties and change requests.
• Collaborate extensively with technology teams to resolve complex incidents, requests, and problems, and act as a technical advisor on digital projects.
• Ensure the safe application and adoption of new and modified technology, working with customers to meet their requirements and addressing escalations as needed.
• Perform administrative tasks as required by BP’s service management processes and tools (e.g., ServiceNow (SNOW), Azure DevOps (ADO)).

Responsibilities and Deliverables

• Review and verify project documents and participate in product-related activities to identify risks and vulnerabilities.
• Ensure operational compliance with architectural and security standards, as well as regulatory, legal, and compliance controls.
• Guide the development, testing, and ongoing improvement of digital products.
• Lead the development and execution of operational procedures and work instructions for maintenance and change requests.
• Work closely with wider technology teams to resolve complex issues and provide technical advice on significant digital projects.
• Oversee the safe implementation of new technologies, ensuring customer requirements are met and responding to escalations when necessary.
• Carry out necessary administrative tasks using service management tools like SNOW and ADO.

Domain and Technical Knowledge

• Strong understanding of Distributor Management System (DMS).
• Experience with Route-to Market (RTM) , Order-to-Cash and Inventory Management Systems.
• Proven problem-solving abilities.
• Good grasp of cloud environments (Azure, AWS), as well as Azure SQL and SQL databases.
• Solid knowledge of API integrations, including REST APIs, XML, Python, Java, and JSON.
• Experience with agile development tools such as Azure DevOps.
• Proficiency in tools for managing requirements, including ADO, SharePoint, and Visio.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to work independently within a virtual global team environment.
• Experience with statutory compliance and audit requirements.
• Knowledge of ERP systems (JD Edwards) and automation tools (e.g., Automation Anywhere, AI/ML, CRM, Salesforce, API Designer) and Project Management Skillset is advantageous.

Qualifications and Experience Required

• Bachelor’s degree (or higher) in Computer Science, MIS/IT, or other STEM-related field, or equivalent relevant work experience.
• ITIL certification.
• Min 8-10 year of Experience working in an operational IT environment.
• Comprehensive understanding of DMS (Distributor Management System).

• Previous IT support role experience in a Fast-Moving Goods Manufacturing (FMCG) environment.
• Creative and analytical approach to problem-solving.
• Strong change management and delivery assurance experience.
• Business risk management.
• Service level management and customer service support.
• Business process improvement initiatives.
• Vendor performance management, including contract management, KPI tracking, SLA management, and budgeting.
• Exposure to statutory compliance and audit requirements.
• Familiarity with ITIL core processes.
• Relationship management with internal and external stakeholders.
• Service transition and acceptance processes.
• Application support experience.
• Experience with agile development tools such as Azure DevOps and Jira is preferred.

Soft Skills

• Ability to resolve conflicting ideas and demands, providing clarity and establishing priorities aligned with business objectives.
• Strong communication skills, with the ability to deliver messages effectively and concisely at both technical and business levels.
• Proven interpersonal, written, and verbal communication abilities.

Key Accountabilities

• Support the Product Owner by providing activity leadership related to the integrated delivery of the service/s and evolving catalogue of IT products offered and consumed – assuring the integrity of expected IT and business outcomes maintained.
• Contribute to the development and maintenance of Knowledge, enabling yourself and Ops Group team members to resolve Events, Incidents, and Problems in accordance with Service Levels and expected IT outcomes.
• Contribute to the development of operational procedures and work instructions, enabling yourself and Ops Group team members to successfully execute maintenance duties, Change and Requests.
• Collaborate with team members and other technology technical operations groups to troubleshoot and assist in the resolution of major incidents, complex problems and retrospectives.
• Contribute to the prioritization and management of Ops group workload, and carry out administration tasks as needed by BP’s service management processes and tools.
• With a focus on continuous improvement, identify and deliver opportunities that work to maximise operational efficiency and enhance support delivered.
• Collaborate with Digital Security Officers to understand Digital security requirements and ensure compliance with these requirements.
• Hold responsibility for assuring the Service/s Operate and execute Change/Projects in compliance with technology standards and regulatory requirements relating to: Security, HR, Ethics, Data protection, HSSE, Policies, Legal entities and legislations.
• Develop deep knowledge of your E2E Service Model, building and managing collaborative relationships and effective Ways of Working that work to maximise value of underpinning Resources (Technology, Contracts, People); simplify and optimise delivery, and enhance the products offered.
• Manage Service Performance and reporting as it relates to the services/products managed/offered. Draw meaningful insights from data and customer engagement, providing thought and execute leadership in the idea generation and delivery of iterative solutions and continuous improvements that work to protect, evolve, enhance and optimise service/s managed; products offered; and customer experience.
• Lead in the development, maintenance and dissemination of Knowledge and Communications required by Customers and Support channels to effectively adopt, consume and support changing Products and Services.
• As an experienced Service engineering professional, develop leadership skills through activity, supplier and resource management; identification and support of team development needs, and mentoring – with a focus on enabling the success of others.

Leadership and EQ

·Embraces a culture of change and agility, evolving continuously, adapting to our changing world.

·Effective team player look beyond own area/organizational boundaries to consider the bigger picture and/or perspective of others.

·Is self-aware and actively seeks input from others on impact and effectiveness.

· Applies judgment and common sense – able to use insight and good judgement to enable commercially sound, efficient, and pragmatic decisions and solutions and to respond to situations as they arise.

Ensures personal compliance with BP's Code of Conduct and demonstrates strong leadership of BP's Leadership Expectations and Values & Behaviours.

·Cultural fluency – actively seeks to understand cultural differences and sensitivities

Travel Requirement

Negligible travel should be expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Agility core practices, Analytics, API and platform design, Business Analysis, Cloud Platforms, Coaching, Communication, Configuration management and release, Continuous deployment and release, Data Structures and Algorithms (Inactive), Digital Project Management, Documentation and knowledge sharing, Facilitation, Information Security, iOS and Android development, Mentoring, Metrics definition and instrumentation, NoSql data modelling, Relational Data Modelling, Risk Management, Scripting, Service operations and resiliency, Software Design and Development, Source control and code management {+ 4 more}

Legal Disclaimer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.