Network Analyst Assistant

We Are PepsiCoPepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes LAY’S, DORITOS, CHEETOS, GATORADE, PEPSI, QUAKER and more. PepsiCo’s portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.OverviewGuiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end‑to‑end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people. Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourish. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be y( )u.We are an equal opportunity employer and comply with the global human rights policies and equality laws in the countries we operate in. We value diversity at our company; it is an essential part of our success. We do not discriminate on the basis of age, pregnancy or marital/civil partnerships, religion or belief, gender, disability and we are Mowaamah‑GOLD certified in Saudi.Learn more about our culture and life at PepsiCo: https://stories.pepsicojobs.com/Job SummaryLeads the execution of the global operations model for end‑to‑end IT support, implementing best practices on support services delivery and covering compliance of service level agreements with extended teams and business end users.Leads the end‑to‑end IT support and end‑user experience for all MENA FOBO based users and leads the executive support.Coordinates and prioritises the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non‑critical incident reported by the user’s community. Drives the proper services process follow up and execution ensuring users and service areas are process compliant.Role is accountable for delivering end‑user compute, connectivity, servers, and telecom services; for identifying cost reduction opportunities and partners with procurement and finance to realise; for managing the baseline AOP, local contracts, and vendors.; for compliance with PepsiCo’s ITSM processes and execution. Role ensures system stability and proactively takes action to prevent incidents, oversees critical incident management when needed.Role is responsible to directly manage several vendors and contractors involved in service delivery.The scope of this role is to manage the MENA FOBO Market, covering around 100 people scattered across UAE, Saudi, Lebanon and Egypt.ResponsibilitiesIT OperationsReview daily, weekly and monthly dashboard services (R).Support the IT ex‑com members and ensure that they receive right support from all the service providers in a timely manner.Prepare and review all Service Level and Operation Metrics and KPI scorecards for service delivery with extended teams (D&D, BRM, CTO, AMS, Tech Mgmt., SP&T) (A).Prepare and share reports to ensure optimal performance and maintain records of service level agreements for business units (R).Review and provide insights with extended teams to ensure efficient maintenance and compliance to all disaster recovery plans to accomplish control and Risk Management process and procedures (A).Assist operational and technical staff to check and ensure resolution of all issues to achieve all objectives for stability and service improvement (R).Business engagement review to determine availability from all market IT services (Applications, Network, Servers, End‑user devices and facilities (Plants, Mixing centers)) (A).Review, complement and maintain all ITOPS processes according to ITOPS Gold standards (R).Stakeholder’s ManagementManages all the IT support for the ex‑com members for MENA FOBO.Participate and manage all service desk communication to end users.Role acts as the escalation point for all IT operation issues such as delayed incident closure and request fulfilments; measures vendor performance in the BU and actively drives performance issues with vendor management. Role proactively monitors customer satisfaction to ensure services are provided per contract terms and customer expectations; develops and implements plans to improve customer satisfaction including training and capability programs. Role communicates to custom