Operational Duties

Manage the company corporate network including and not limited to SD-WAN and firewalls and propose changes if needed.

Manage Network vendors, SLAs and contracts.

Manage Microsoft Domain services.

Maintain Domain hosting services.

Manage Cloud/Azure environment. Also manage the contracted vendor for cloud/DR services.

Communicate and coordinate and serves as the key interface with the backline support teams to prevent problems, facilitates problem resolution, and provides overall outstanding customer services.

Provides Level 1 and Level 2 software and hardware support. Proactive checks on infrastructure.

Assists with resolving trouble tickets.

Provides technical advice to customers and other IT teams.

Uses incident system to log, assign and escalate tickets.

Troubleshoots and restores technical services and/or equipment issues.

Analyzes, identifies and diagnoses faults and systems using defined processes and tools.

Serves as first line of technical support to meet customer needs.

Undertaking necessary diagnosis & troubleshooting with customers and ensuring the troubleshooting process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution are immediately documented in the online Service Desk System

Manage assigned tickets to ensure courteous, timely, and effective resolution of end user issues and requests.

Prioritize and schedule incident and requests based on urgency and impact.

Escalate tickets (when required) to the appropriately experienced technician or vendor.

Assist users to test fixes to ensure incidents have been adequately resolved.

Track and progress chasing of incidents to conclusion and in line with SLAs and quality standards.

Continually measure, monitor and drive down incident levels by identifying Problems and Continuous Improvement Opportunities.

Provide training to Service Desk and wider BIS team in processes and technologies to facilitate knowledge sharing.

Asset Management for sites and ensure assets (hardware, UPS) are covered within warranty and functioning as required.

Provide knowledge and support on collaboration tools.

 

Management of Third Party Suppliers

Collaborate with third party suppliers where appropriate and manage and escalate open tickets as required to enable us to meet or exceed service levels.

Works with vendors or business partners on quotations and Service Requests.

 

Audits & Controls

Performing regular self and peer audits of Technical Support team tasks to ensure adherence to policies, processes and audit requirements.

Complete and retain all required controls documentation.

Perform Vendor audits when required.

 

Incident, Problem and Configuration Coordination

Manage and help evolve ITSM Processes through continuous improvement process.

Ensure compliance to all ITSM controls.

 

Customer Relationship Management and Service Reviews

Interacts with customers in the business including field management, field operations, personnel and executives located at PepsiCo headquarter and personnel at other distributed locations.

Builds relationship with customers and vendors.

Perform regular self and peer reviews of Technical Support tickets including post-resolution follow-ups.

Develop knowledge Base documentation, help sheets, usage guides, and FAQ lists for end users.

 

 

 

Strong Network Knowledge and practice 3+ years – CCNA & CCNP R&S is required.

SD WAN & Fortigate Firewall management is required.

Microsoft Azure 1-2 years practice is recommended.

Microsoft Domain Services management is recommended.

Preferable to have good security knowledge.

Knowledge of IT process frameworks and supporting roles and tools, especially related to Incident, Critical Incident Management, Problem and Change management

Proven experience in an IT operations or service desk role providing 2nd line support

Excellent communications skills and ability to communicate and listen affectively within all levels of the organization

Strong analytical and problem-solving skills

Experience in a IT customer facing role is essential, comfortably and confidently interacting with various level of users including senior management

Experience working within a process-driven and controlled IT organization in alignment with ITIL framework.

Solid understanding of Microsoft products and suites, network, server, telephony technology and applications and their impact on clients and services.

Knowledge of ITIL-aligned Incident, Problem, Configuration, Change and Knowledge Management Policies, Processes and Procedures and supporting roles and tools (ITIL Certification)

Ability to manage own tasks and assigned tickets in a timely manner and ensure closure within the agreed SLAs

Demonstrated customer focus & service oriented attitude with a high attention to detail.

Excellent English, written and verbal communication skills

Excellent communications, time management and multi-tasking skills