Network Asst Analyst

PepsiCo; Eastern Province; On-site; SAR 240,000 - 360,000; Full time

Job summary

PepsiCo Saudi Snacks Foods seeks a Field Service Operations Lead to drive IT field service across two manufacturing sites and the Riyadh executive leadership office, collaborating with Global IT and third-party providers to meet SLAs and ensure IT infrastructure stability.

This customer-facing role emphasizes strong communication, prioritization, and occasional project work, requiring coordination across all functions and levels of the business.

Qualifications

• Bachelor's degree in Computer Science or related field.
• CCNA or CCNP certificate.
• 5+ years of IT business work experience in a large-scale corporate environment.
• ITIL experience and Service Delivery qualification.
• Very good English for communication with stakeholders.

Responsibilities

• Deliver high standard of customer service to IT customers and vendors.
• Manage Field Services tickets; prioritize Incidents and Requests based on urgency and impact.
• Track progress of Field Services tickets and resolve roadblocks to ensure timely, courteous, and effective resolution.
• Collaborate with IT operations team to drive operational stability across applications and infrastructure.
• Provide regular management updates to stakeholders capturing service availability.
• Support IT business projects; participate in investigations of Critical Incidents and implement workarounds.
• Maintain health of infrastructure systems; manage 3rd party suppliers to ensure quality.
• Review and approve Network LLD.

Skills

Customer service

Incident management

SLA compliance

Stakeholder communication

Vendor coordination

IT project coordination

Education

Bachelor's degree in Computer Science or related field

Tools

Office 365

Video conferencing

Networking

Servers & Storage

Job description

Overview The role drives the delivery of Field Service operations across the Saudi Snacks Foods locations including 2 manufacturing locations and the Executive Leadership located in Riyadh HO The role works closely with Sector Global IT support teams and 3rd party providers to ensure Service Levels and Customer Expectations are achieved and to ensure stability of IT Infrastructure The role has a strong customer facing component and is the first escalation point for Saudi Snacks Foods users community The role involves some project work which requires strong communication skills and the ability to prioritize workload and liaise with people across all functions and levels of the PepsiCo business

Responsibilities

• Deliver high standard of customer service to IT customers and vendors in a professional manner ensuringevery contact fosters a positive image of the IT team whilst complying to and enforcing IT policies and procedures
• Manage Field Services tickets prioritize Incidents and Requests based on urgency and impact andallocate appropriately within the Field Services team or elevate to backline teams as required
• Track progress of Field Services tickets and resolve roadblocks to ensure courteous timely and effectiveresolution in line with SLA s users expectations and quality standards
• Collaborate with the members of the IT operations team to drive operational stability across the SSFLapplications and infrastructure
• Provide regular management updates to stakeholders capturing service availability of IT services
• Support broader IT team by assisting in successful delivery of IT business projects Participate in investigations of Critical Incidents and implement workarounds to minimize businessimpact
• Maintain health of infrastructure systems keeping upgrades and patches current Manage and collaborate with 3rd party suppliers to ensure quality is in line with expectations
• Review and approve Network LLD

Qualifications

Qualifications Experience/Competencies Required: Education: Bachelor's degree in Computer Science, or related fieldCCNA or CCNP valid certificateScope and Years of Experience: 5+ years of related IT business work experience in a large-scale corporate environment ITIL experience and Service Delivery qualificationLanguage ProficiencyVery good English for communication with stakeholders with Pepsico globallyTechnical Skills: Strong Office 365 knowledge and experience Video Conferencing - Zoom and Polycom Compute skills (Servers, Storage, etc.) Networking skills Knowledge of IT process frameworks, supporting roles and toolsOther Skills: Excellent remote collaboration skills Experience working in a matrix organization with diverse priorities Experience dealing with multiple vendors Excellence in execution through proper prioritization of projects Ability to multi-task, collaborate effectively with others and meet deadlines Strong interpersonal skills and ability to successfully interact with everyone in the business An appetite for continuous improvement and adding value to the business.