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Associate Director

3 months ago

hyderabad, India PepsiCo Full time
Responsibilities

This leadership role offers a dynamic and multifaceted challenge. You'll wear two hats,championing the integration of cutting-edge technologies and gold command strategies.

Gold Command:

Rapid Incident Response and Resolution: Implementation of a robust incident management framework (, ITIL) to guarantee swift identification, classification, and resolution of all incidents, minimizing downtime and business impact. Cross-Functional Collaboration: Orchestrating seamless collaboration across various teams to ensure a unified and efficient response during critical situations. Proactive Root Cause Analysis: Leading a culture of continuous improvement by conducting thorough root cause analysis of incidents to prevent future occurrences. Effective Communication: Establishing clear communication channels to keep stakeholders informed throughout the entire incident lifecycle, from initial identification to resolution. Operational Excellence: Driving continuous improvement initiatives to optimize service delivery processes for enhanced efficiency and effectiveness. Stakeholder Management and Engagement: Developing and maintaining strong relationships with key stakeholders, including executive leadership, to ensure there is organizational buy-in and support for major incident management strategies. Next-Gen Technology Champion: You'll be a visionary leader, spearheading the strategic integration of LLMs and GenAI into service management practices. This will involve: Conducting in-depth research to identify potential applications of LLMs and GenAI in major incident management. Leading the evaluation and selection of leading-edge solutions. Collaborating with IT, service management, and other key stakeholders to develop and implement a roadmap for next-gen technology integration. Overseeing the development and implementation of pilot programs to test and refine GenAI and LLM functionalities. Measuring and evangelizing the impact of these technologies on major incident resolution efficiency and overall service management effectiveness. Qualifications Proven Leadership: A demonstrated track record of leading and motivating high-performing teams during high-pressure situations. Strategic Acumen: The ability to develop and execute strategic plans, aligning MIO operations with broader business objectives. Technical Expertise: Deep understanding of IT infrastructure, service management processes, major incident management frameworks (, ITIL), and next-generation technologies. Excellent Communication: The ability to communicate effectively with diverse audiences, from technical teams to senior management. Change Management: A strong track record of driving successful change initiatives within complex organizational structures. Innovation Mindset: A passion for exploring and implementing cutting-edge technologies to transform service management.

Bonus Points for:

Proven experience with LLM or GenAI technologies in a service management context. Leadership certifications or experience with ITIL or other relevant frameworks. A history of successfully leading major incident response efforts.

In this leadership role, you'll have the opportunity to:

Lead a high-performing team and be a key contributor to their professional development. Shape the future of service management by spearheading the integration of next-gen technologies. Develop and implement strategic initiatives that directly impact business continuity and operational efficiency. Be at the forefront of innovation, influencing the future of incident management within the organization.