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.
- Experience in executing IT operations by ITSM process and management software e.g. Service Now.