Network Asst Analyst

PepsiCo; Riyadh; On-site; SAR 224,000 - 300,000; Full time

Job summary

A global beverage and snack corporation is seeking an IT Field Service Manager in Riyadh, Saudi Arabia. The role involves managing IT service operations, ensuring customer satisfaction, and collaborating with teams for operational stability. A Bachelor's degree in Computer Science or a related field and over 5 years of IT experience in a corporate setting are required. This position demands strong communication and organizational skills, as well as proficiency in ITIL and service delivery methods.

Qualifications

• 5+ years of related 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.
• Manage Field Services tickets and prioritize incidents.
• Collaborate with IT operations team for stability.
• Support successful delivery of IT/business projects.

Skills

Strong Office 365 knowledge

Excellent remote collaboration skills

Strong interpersonal skills

Excellent execution and prioritization

Experience working in a matrix organization

Education

Bachelor's degree in Computer Science or related field

Tools

Zoom

Polycom

Job description

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 valuediversity 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.”

Job 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 ensuring every 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 and allocate 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 effective resolution 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 SSFL applications 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 business impact.
• 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.

Qualifications

Education

Bachelor's degree in Computer Science, or related field

Scope and Years of Experience

• 5+ years of related IT business work experience in a large-scale corporate environment
• ITIL experience and Service Delivery qualification

Language Proficiency

Very good English for communication with stakeholders with Pepsico globally

Technical 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 tools

Other 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