Interfaces with Business / Market CIO team and manage relationships.
Leads IT Infrastructure operational availability and restoration of all IT services including Network, Compute, Workplace, Field services for the region
Ensures that all IT Infrastructure related services are delivered effectively and efficiently to the business
Holds the responsibility that all Infra Services delivered to the Middle East (Egypt, Saudi, UAE and MEENA Fobo) are in line with the PepsiCo Standards.
Develop CTO Market IT AOP, Drive / Support Procurement, Delivery, Installation etc for IT equipments in Field locations.
IT Infra risk assement and running service improvement plans / risk mitigation
IT asset management in field locations including, Compute, Network, End User, Workplace and Mobile devices
New Employee onboarding by assigning / preparaing 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 Dispute 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 IT Ops providers/partners.
Risk Management - holds the role to drive and follow-up the PICT Pepsico IT Controls Template agenda and assures controls implementation and execution.
Manage / provide execuitive support for Execuitives in Field locations.
Manage service desk across different markets.
Overview vendor relationship / services offerd across various IT infra verticals.
Qualifications
Qualifications:
Infra (Compute, Database, Network, Workplace Services, Service Desk) Knowledge
End User Services including Software imgaging and Software Distribution
System Monitoring and Alerting
ITIL Process
Problem solving
Excellent communication skills
Ability to work under pressure
People / stakeholder management
15+ years in support roles
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
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
A minimum of 5 years of experience in Information Security, IT Risk Management, or a similar role.
Mandatory Technical Skills:
In-depth technical experience and knowledge of infrastructure technologies, networks, web, computing, cloud services, manufacturing equipment, mobile devices, and information (cyber) security.
Strong understanding of information security frameworks, regulations, and standards such as NIST 800-53, CIS, and ISO 27002.
Proficient in ServiceNow, with the ability to leverage its modules for information gathering, data analysis, and automation of the ISA service.
Experience in threat modeling and applying threat modeling methodologies in previous roles.
Proficient in Power BI for developing reports and dashboards to support data-driven decision-making.
Strong skills in developing ad hoc reports and managing metrics.
Knowledge of Azure and general cloud security principles.
Ability to read and explain scan (infrastructure, applications, databases) and pen testing results to technical and non-technical stakeholders, guiding them on risk and vulnerability remediation.
Mandatory Non-Technical Skills:
Proficient in influencing and educating stakeholders on security best practices and policies, ensuring understanding and adherence to security standards.
Established a reputation as a trusted adviser, providing expert guidance on information security matters.
Strong presence to represent PepsiCo Information Security in complex situations with business and IT partners.
Ability to collaborate with various stakeholders, including business units and product managers.
