IT Field Services Engineer

Job Description

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. Leads the end to end IT support and end user experience for all the Pak BU based users and keads the executive support. . Coordinates and priories 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, connectivity, servers, and telecom services; for identifying cost reduction opportunities and partners with procurement and finance to realize; for managing the baseline AOP, 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 The scope of this role is to manage the Pakistan Market. This market scope is Currently 700 + users Responsibilities o IT Operations o Review daily, weekly and monthly dashboard services. (R). o Supports the IT ex com members and ensure that they receive right support from all the service providers in timely manner o 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) (A). o Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units. (R) o 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. (A). o Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement. (R). o Business engagement review to determine availability from all market IT services (Applications, Network, Servers, End user devices and facilities (Plants, Mixing centers). (A). o Review, complement and maintain all ITOPS processes according ITOPS Gold standards (R). o Stakeholder?s Management o Manages all the IT support for the ex-com members o Participate and manage all service desk communication to end susers o Role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments; 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. o Asset Management o 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 reduce license footprint (A). o IT Controls/Audits Management: o 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 Bacheor degree in Engineering or Computer Science 8+ year of experience in customer facing service delivery and operations +5 Years? Experience working on managing day-to-day IT operational incidents requests from the business +5 years? experience in IT service management, process improvement, project management, and/or program development.

Keyskills :