Network Asst Analyst

Overview

The role drives the delivery of Field Service operations across the Saudi Snacks Foods locations including 2 manufacturing locations and the Executive Leadership located in Riyadh HO.The role works closely with Sector/Global IT support teams and 3rd party providers to ensure Service Levels and Customer Expectations are achieved and to ensure stability of IT Infrastructure.

The role has a strong customer facing component and is the first escalation point for Saudi Snacks Foods users' community.

The role involves some project work which requires strong communication skills and the ability to prioritize workload and liaise with people across all functions and levels of the Pepsi Co business.

Deliver high standard of customer service to IT customers and vendors in a professional manner ensuring every contact fosters a positive image of the IT team whilst complying to and enforcing IT policies and procedures.

• Manage Field Services tickets, prioritize Incidents and Requests based on urgency and impact and allocate appropriately within the Field Services team or upscale to backline teams as required.
• Track progress of Field Services tickets and resolve roadblocks to ensure courteous, timely, and effectiveresolution in line with SLA's, users' expectations, and quality standards.
• Collaborate with the members of the IT operations team to drive operational stability across the SSFLapplications and infrastructure.
• Provide regular management updates to stakeholders capturing service availability of IT services.
• Support broader IT team by assisting in successful delivery of IT/business projects
• Participate in investigations of Critical Incidents and implement workarounds to minimize business impact.
• Maintain health of infrastructure systems keeping upgrades and patches current
• Manage and collaborate with 3rd party suppliers to ensure quality is in line with expectations.
• Review and approve Network LLD.

Experience/Competencies

Required:

Education:

Bachelor's degree in Computer Science, or related fieldCCNA or CCNP valid certificate

Scope and Years of

Experience:

• 5+ years of related IT business work experience in a large-scale corporate environment
• ITIL experience and Service Delivery qualification
  
  Language Proficiency Very good English for communication with stakeholders with Pepsico globally
  
  Technical
  
  Skills:
• Strong Office 365 knowledge and experience
• Video Conferencing - Zoom and Polycom
• Compute skills (Servers, Storage, etc.)
• Networking skills
• Knowledge of IT process frameworks, supporting roles and tools
  
  Other
  
  Skills:
• Excellent remote collaboration skills
• Experience working in a matrix organization with diverse priorities
• Experience dealing with multiple vendors
• Excellence in execution through proper prioritization of projects
• Ability to multi-task, collaborate effectively with others and meet deadlines
• Strong interpersonal skills and ability to successfully interact with everyone in the business
• An appetite for continuous improvement and adding value to the business.