Infrastructure Service Delivery Senior Analyst

4 months ago

مصر, Egypt PepsiCo Full time

**Overview**
- 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. Coordinates and priortizes 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, service areas and processes compliance. Role is accountable for delivering end user compute, 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 accidents, oversees critical incident management when needed. Role is responsible to directly manage several vendors and contractors involved in service delivery and project deployments. The scope of this role is to manage the Cairo Business Center (CBS) and Global IT in Egypt including Executive support.

**Responsibilities**

IT Operations
- Review daily, weekly, and monthly dashboard services. - Supports executive 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). Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units. 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. Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement. - Business engagement review to determine availability from all market IT services - Applications, Network, Servers, End user devices and facilities (Plants, Mixing centres). Review, complement and maintain all ITOPS processes according ITOPS Gold standards

Stakeholder’s Management
- Manages all the IT support for the ex-com members. 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.

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.

**Qualifications**

Education & Years of Experience
- Bachelor’s degree in engineering or Computer Science
- 5+ years of experience in customer facing service delivery and operations
- 5+ years of experience working on managing day-to-day IT operational incidents requests from the business
- 5+ years’ experience in IT service management, process improvement, project management, and/or program developmentTechnical Skills
- Should be expert in workplace management software, Office365 tools - OneDrive, SharePoint, Outlook
- Extensive background in measurement of IT, services, deliverables, and inputs
- 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 improvement, Service reporting and KPIs to improve incident resolution and customer service standards. Extensive background in measurement of IT, services, deliverables, and inputs.

Non-Technical Skills

Differentiating Competencies
- Dealing with ambiguity and maintaining composure under pressure. Problem solving skills and eagerness to learn new skills and technologies. Ability to manage global vendors and virtual team

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