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 restoration of 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 assessment and running service improvement plans / risk mitigation IT asset management in field locations including, Compute, Network, End User, Work place, Mobile devices New Employee on boarding by assigning / preparing end user 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 Tech Skills:

• 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