Architect, Itsm - Hyderabad, Telangana, India - PepsiCo

PepsiCo

Verified Company

Hyderabad, Telangana, India

4 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Overview:

Our PepsiCo IT organization is transforming, and we are focused on powering PepsiCo to win through agile delivery of digital solutions and services.

Within IT, the IT Service Management team leads the maturation and governance of key IT support processes and provides performance insights to drive continuous service improvements.

Our processes, services, and tools serve as a key entry point for an extensive set of IT and non-IT users seeking and providing support of IT services and products across the globe for PepsiCo.

We are seeking a IT Service Management Manager to work across the AMESA and APAC sectors overseeing the governance and execution of key ITIL processes, working with the other Service Management process areas.

This role will work closely across all IT functions to ensure alignment to global process, KPI's, collect feedback, and identify service improvement opportunities.

Responsibilities:

Process oversight and sector facilitation/coordination:

Responsible for governance and execution of ITIL processes across the sector (change, release, risk, config etc.)
Lead service management process debriefs across within agreed SLAs, working across functional teams for ownership and completion of
Ensure representation within the service review calls, including supporting reporting is completed and accurate.
Responsible for governance and execution of ITIL process across the Sector. Leading review calls where necessary and providing regular updates.
Accountable for vetting service management records and data for the sector.
Working with PepsiCo IT Backline teams on service managementrelated remediations and continual service improvement.
Serves as point of contact for the sector for IT Service Management processes.

Continual Service Improvement and Automation:

Monitor and improve the governance and execution ITIL process across the sector.
Contribute to the weekly service reviews with the Sector CIO and CTO teams, including review of KPI's, identifying trends, and improvement opportunities
Develop reporting, analysis of trends and deriving insights to the sector to support the availability targets.
Drive insights for the sector, leveraging ServiceNow data, to identify opportunities, process improvements, etc.
Recommend and implement opportunities for automation and efficiency in service management processes

Service Management tools and controls:

Provide longterm strategy suggestions and the implementation of new requirements in myITServices (Service Now) and other supporting Service Management technologies within Incident and Problem management.

Promote functionality within myITServices, being familiar with out of the box functionality, and new enhancements that are released.

Testing CSI initiatives and OS upgrades within myITServices prior to production deployment.
Monitor and ensure IT Controls compliance requirements are met, and risk remediated for ITIL processes.

Qualifications:

Years of Experience:

8-10 years total professional experience.

5+ years Prior experience within ITIL / IT Service Management process areas especially configuration management, Risk,.
ITIL Foundations Certification or higher (ITIL 4 preferred)
Experience working in Agile / DevSecOps organisations.

Mandatory Technical Skills:
Bachelor's or Master's Degree in Computer Science, Management Information Systems or other related field.

Experienced with Application support or general IT operations
Experience with ServiceNow
Strong analytical skills to support the synthesis of knowledge and information out of abstract and varying types of data points

Office 36

Proficient with Microsoft tools (Excel, Powerpoint, Office, Outlook)
Experience with virtual team collaboration tools (Yammer, Notes, Teams)
Experience with reporting tools (Tableau, Power BI, etc.)

Mandatory Non Technical Skills:

Ability to work efficiently against organization objectives with mínimal supervision.

Excellent communication skills and ability to compose notifications with concise business and technical details within a short period of time.
Ability to work as part of a sector team virtually across countries and time zones.
Ability to multitask and prioritize among multiple ongoing issues.
Assertive and fearless. Not afraid to speakup and call timeout to reset recovery efforts.
Positive working attitude with a sense of ownership and urgency.
Strong meeting facilitation & presentation skills
Strong analytical & problem solving skills to enable the identification & proactive management of Change, Release and Control Management issues
Strong customer relationship skill, including working collaboratively, cooperative and adaptable while working with the diverse global customer base.
Understanding of IT controls requirements and controls environment

Differentiating Competencies:

Experience in working within a process-driven or matrix-managed IT