IT Lead Infrastructure & Operations

Overview

• The purpose of this role is to be the Interface with Business / Market team and manage relationship
• Leads IT Infrastructure operational availability and restorationof all IT services including Network, Compute, Workplace,Field services for the region
• Ensures that all IT related services are delivered effectively and efficiently to the business
• Holds the responsibility that all Infra Services delivered to the Pakistan Business are in line with the PepsiCo Standards.
• Develop and own Infrastructure & Operations Market IT AOP, Drive / Support Procurement, Delivery, Installation etc for IT equipment in Field locations
• IT Infra risk assement and running service improvementplans / risk mitigation
• IT asset management in field locations including,Compute, Network, End User, Work place, Mobile devices
• New Employee on boarding by assigning / preparing enduser device, application access etc

Responsibilities

• Sets the agenda for the Field services team, prioritizes their work and manages their performance
• Identifies opportunities to reduce baseline costs and enhance service levels
• Review infrastructure and identify risk / opportunities drive/ support continuous service improvement
• Creates a feedback mechanism of key metrics to ensure services meets the needs of end users
• Must understand the overall setup of IT Infrastructure Services and roles played by various Service Providers
• Manages Field services specific end user services support strategy, site services support strategy, service improvement plans and routine operational tasks/events
• Handle Conflict Management & Escalation Management to ensure smooth Operations related to Infrastructure Service
• Drives resolution across multiple teams during region impacted Severity 1/2/3 incidents related to IT Infra including Network, Compute, Wages consistent end-to-end service levels
• Support global, sector, market IT infra / business projects delivery and migration to operations
• Drives continuous improvement related to IT infra in field locations
• Drive incident resolution with the help of service providers for various infra services
• Manages and coordinates the environment operations from an end-to end perspective
• Drives changes derived from incident resolutions
• Coordinates user acceptance testing of various projects /programs delivered in field locations
• Owns the last mile management (i.e., site, end-user)
• Owns IT specific landscape and portfolio availability through IT services continuous improvement
• Owns IT Infra specific IT Incident recovery and coordination of Root Cause Analysis in partnership with ITOps providers/partners
• Risk Management - holds the role to drive and follow-up the PICT “Pepsico IT Controls Template” agenda for Pakistan Business Units and assure controls implementation and execution
• Manage / provide executive support for Executives in Field locations
• Manage service desk across markets operations of Pakistan Business Units
• Overview vendor relationship / services offers across various IT infra verticals

Qualifications

Qualification: Bachelor's degree in Engineering or Technology

 

Years of Experience: 15+ years in Infra delivery and support roles

 

Tech Skills: Infra (Compute, Network, Digital Workplace services) technical skills Knowledge of Project management tools and experience in project management ITIL certification desirable 

 

Non TechSkills:

• Problem solving
• Excellent communication skills
• Ability to work under pressure
• People / stakeholder management
• Differentiating Competencies
• Ability to work cross functional areas to drive continuous improvement
• Ability to work with virtual teams (remote work locations) and lead team of external technical resources(contractors) based in multiple locations globally ITIL (Information Technology I
• Infrastructure library) / Agile certification
• Strong communication skills to meet with business, understand sometimes ambiguous, needs, and translate to clear, aligned requirements
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization