IT Field Service Specialist

Job description

Overview

The Indonesia IT Field Service Specialist is responsible to support and maintain IT Infrastructure (Computer/Network/Workplace Services) Operations, End User Computing (EUC), and Plant Operations. This role will lead Indonesia IT process compliance practices including managed service vendor performance and improvement action plans.

Responsibilities

Business results

·  Maintain availability of IT infrastructure (Server /Network), EUC & UCC to ensure high level of user experience to IT Services.
·  Manage performance of IT Field Support Engineers including level of services, incident & service request fulfilment rate, IT process compliance, for all Asia BU markets
·  Manage Global Field Support vendors to provide committed level of service and service improvement plan.
·  Ensures IT Service Management (ITSM) processes and relevant controls are complied with defined policies.
·  Engages in periodic reviews of actual results for purposes of auditing compliance.
·  Planning and assigning tasks to field service engineers to meet user’s requirements in timely manner.
·  Provide escalations and support for all actions and decisions that require input from senior levels of management.
·  Provides input to root cause analysis and solution engineering as identified through customer feedback and ticket trend analysis.
·  Provide knowledge management for IT field service engineers and manage services vendor to maintain critical knowledges for support.
·  Provide local IT expenses tracking and finance status report.

People Result

·  Efficient stakeholders and Vendor management to provide better user experience on IT Services, System availability and IT incident response.
·  Ensure global managed service vendor are aligned with PepsiCo services expectation by developing knowledge retention methodologies, service improvement plans.
Qualifications

·  Bachelor’s degree in Management Information System, Computer Science, Computer Engineering.
·  Preferred at least 8 years in IT Service Management Role, IT Infrastructure and User Computing Support.

Required Competencies

·  Experience in managing IT support for end-user computing technologies - (Microsoft 365, Teams), Unified Communications (Zoom, Cisco call manager)
·  Hands on experience in managing IT infrastructure and IT Cyber Security (Cisco Network, Wintel server administration, Active Directory LAN, WAN, Wireless, Antivirus Software).
·  Experience in IT Project management, and execution.
·  Knowledge of IT Service Management (ITIL) processes, and ITSM process management tools.
·  Global vendor management and outsource services engineer management.
·  Knowledge in SAP applications and manufacturing operation technology.
·  Experience in executing IT operations by ITSM process and management software e.g. Service Now.