Architect,field Services

Overview:
**Main purpose of the Role**:
PepsiCo's approach to IT operations extends beyond the typical ITIL framework. We enhance user experience and maintain high stability, reliability, and availability through an SRE framework and an AIOps-based IT operations model.

This role, part of the SRE-led/AI Ops services model, involves skillfully managing the expectations of Sector CIO, Business, and Global partners in key areas like Service Transition, Service Operations, Quality Management, Service Level Management, Disaster Recovery, and End-User Services. This is accomplished by utilizing SRE and ITIL frameworks.

**Responsibilities**:
**Accountabilities**:

- Develop deep business knowledge and build horizontal and vertical relationships with business and IT leaders that deliver business impact.
- Establish and uphold a communication plan to convey essential business-related information, tech advancements, and business impact activities.
- Facilitate support activities collaboration with cross-functional teams such as CIO, CTO, Global IT, Service Desk Support, and Operations.
- Drive Adoption of Site Reliability Engineering practices and principles.
- Manage day-to-day activities related to Service Transition, Service Operations, and EUS within the SRE lead using ITIL/ITSM frameworks.
- Drive the cultural standard for SRE, including defining ways of working and accountability across people, processes, and technology.
- Ensures the correct use of the ITSM Management processes by the global requirements for the AMESA Sector.
- Collaborate with the PepsiCo IT Backline teams & vendors to implement changes and transformations that affect various SRE-led ITSM processes.
- Lead Incident response support, as applicable, including triage, root cause analysis, remediation, and post-mortem analysis
- AMESA to create a positive Customer Experience for PepsiCo’s end-user(s).
- Collaborates with customers, vendors, and business partners to execute the Service Desk teams' annual directions and action plans.
- Work with Market CTO & Delivery Lead to provide AMESA daily, weekly, and monthly updates to KPIs & SLAs.
- Serves as a point of escalation for AMESA issues relating to the compliance of the Service Desk Services, Change, Problem, Risk, and, Incident functions.
- Drives the delivery of Service Desk Operations service level agreements and contractual commitments.
- Oversee overall governance of PepsiCo quality standards with service providers’ quality program for the AMESA sector.

Qualifications:
**Years of Experience**:

- 2+ IT Governance/ITSM/ ITIL Foundations focusing on Incident/Major Incident and Change management.

**Mandatory Technical Skills**:

- Knowledge of Site Reliability Engineering and AI Ops
- Knowledge of digital work place services including collaboration, audio video, end user etc
- Good technical skills in the area of server infra, network and basic understanding of database technologies
- Able to demonstrate strong Project Management and Project Delivery experience.

**Mandatory Non Technical Skills**:

- Excellent communication, documentation, and presentation and can engage with individuals of all levels.
- Strong customer relationship skills and a deep understanding of the ways of working collaboratively
- Strong analytical, facilitation & problem-solving skills to enable the identification & proactive management of process issues.
- Proven record in working with vendors in a complex organization.
- Proven track record in delivering IT strategic initiatives in a complex organization
- Flexibility and adaptability to work efficiently under pressure with mínimal supervision
- Proven leader & decision-maker with the ability to articulate persuasive & intuitive positions
- Positive working attitude with a sense of ownership and urgency.
- Strong relationship management skills with business partners and third parties.
- Ability to multi-task and prioritize multiple ongoing issues.
- The ability to understand complex business procedures and technical landscapes.
- Experience working in a Multicultural environment and partnering with IT Professionals in multiple countries
- Willingness to travel as and when required
- Excellent remote management skills.

**Differentiating competencies**:

- This role will require significant collaboration with IT partners, vendors, and LG1 and above leaders to ensure that AMESA end-user experience needs are met and prioritized
- The role has a AMESA focus/remit and needs to respond to AMESA 24x7 needs
- The role will interact with and will need to influence market operations and business partners constantly