IT Infrastructure & Field Services Analyst

IT Infrastructure & Field Services AnalystPepsiCoPosted on: 2 days ago

Lahore

Overview:Leads the execution of the global operations model for end-to-end IT support, implementing best practices on support services delivery and covering compliance of service level agreements with extended teams and business end users. Coordinates and prioritizes the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non-critical incident reported by the user's community. Drives the proper services process follow-up and execution ensuring users and service areas are processes compliance. Role is accountable for delivering end user compute services, for managing the local contracts, and vendors; for compliance with PepsiCo's ITSM processes and execution. Role ensures system stability and proactively takes action to prevent incidents, oversees critical incident management when needed. Role is responsible to directly manage several vendors and contractors involved in service delivery and project deployments. The scope of this role is to manage IT Field services in Pakistan including providing Executive support.

Responsibilities:

IT Operations:Review daily, weekly, and monthly dashboard services. Supports executive members and ensures that they receive right support from all the service providers in a timely manner.

Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery with extended teams (D&D, BRM, CTO, AMS, Tech Mgmt., SP&T).

Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units.

Review and provide insights with extended teams to ensure efficient maintenance and compliance to all disaster recovery plans to accomplish control and Risk Management process and procedures.

Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement.

Business engagement review to determine availability from all market IT services (Applications, Network, Servers, End user devices, and facilities).

Review, complement and maintain all ITOPS processes according to ITOPS Gold standards.

Stakeholder's Management:Manages all the IT support for the ex-com members. Participate and manage all service desk communication to end users. Role acts as the escalation point for all IT operation/Service desk/Field Services issues such as delayed incident closure and request fulfillments; measures vendor performance in the BU and actively drives performance issues with vendor management.

Role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs.

Role communicates to customers, senior management, stakeholders, and vendors project status, IT operation KPIs, and notifications such as planned outages and critical incidents.

Asset Management:Work closely with the Assets Management and extended teams (D&D, BRM, CTO, AMS, Tech Mgmt., SP&T), to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data, and reducing license footprint.

IT Controls/Audits Management:Role is responsible for ensuring compliance with the IT controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed. Role partners and supports audit teams when required.

Qualifications:

Education & Years of Experience: Bachelor's degree in engineering or Computer Science; 5-8 years of experience.#J-18808-Ljbffr