Overview
We Are PepsiCo
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes
LAY'S , DORITOS , CHEETOS , GATORADE , PEPSI , QUAKER and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.
Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.
Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be y( )u.
We are an equal opportunity employer and comply with the with the global human rights policies and equality laws in the countries we operate in, we value diversity at our company; it is an essential part of our success. We do not discriminate on the basis of age, pregnancy or marital/civil partnerships, religion or belief, gender, disability and we are Mowaamah -GOLD certified in Saudi.
Learn more about our culture and life at PepsiCo: https://stories.pepsicojobs.com/
- 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 MENA FOBO based users and leads 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 MENA FOBO Market. This market scope is around 100 people are scattered across UAE, Saudi, Lebanon and Egypt
Responsibilities
IT Operations
- Review daily, weekly and monthly dashboard services. (R).
- Supports the IT ex com members and ensure that they receive right support from all the service providers in 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) (A).
- Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units. (R)
- 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).
- Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement. (R).
- Business engagement review to determine availability from all market IT services (Applications, Network, Servers, End user devices and facilities (Plants, Mixing centers). (A).
- Review, complement and maintain all ITOPS processes according ITOPS Gold standards (R).
Stakeholder's Management
- Manages all the IT support for the ex-com members for MENA FOBO
- Participate and manage all service desk communication to end users
- 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.
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 reduce license footprint (A).
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.eirut
Qualifications
- Bachelor's degree in engineering or computer science
- 2-3 years of experience in customer facing service delivery and operations
- 2-3 Years Experience working on managing day-to-day IT operational incidents requests from the business
- 2-3 years experience in IT service management, process improvement, project management, and/or program development.
- Should be expert in workplace management software, Office 365 tools OneDrive, SharePoint, Outlook
- Should have good understanding of Active Directory, SCCM
- Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN/LAN/Wi-Fi, Core Networking and Server infrastructure, Storage, Cloud Services, Video Conferencing fundamentals and printing.
- Must have some level of technical knowledge, important to know where to access that information, understand the business and be able to identify the subject matter experts in each area of the business and the IT department.
- Strong communication and interpersonal skills
- Stakeholder and vendor management
- ITIL foundation certified with at least one intermediate certification
- Extensive background in measurement of IT, services, deliverables, and inputs
- Training people throughout the organization in the core skills of problem solving and giving them the opportunity to use these skills and share them with other members of their teams will strengthen the value of the organization's problem-solving capabilities.
- Strong Problem Management Skills. Ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue.
- Understand the basics of the technical aspects of problems to serve as the translator between the business and IT.
- Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages including but not limited to Incident management, Problem management, change management, Configuration management, Knowledge management, Availability management, Continuous improvements, Service reporting and KPIs to improve incident resolution and customer service standards.
- Extensive background in measurement of IT, services, deliverables, and inputs
- Ability to work and team effectively with IT OPS & extended groups and other management
