IT Field Service Specialist

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.