The Deputy Director – IT Problem Management is part of the IT Operations team within the PepsiCo CTO Organization at Hyderabad.
PepsiCo has a multivendor hybrid outsourced model for its Infrastructure IT operations. The PepsiCo IT Operations team works with various businesses, in-house IT teams, IT partners, and OEMs to maintain high-quality services around the clock. As a proactive & established Problem Manager, the person would own end to end Problem Management, finding the root cause of issues and avoiding reoccurrences by investigating issues and utilising root cause analysis methodologies all whilst managing key stakeholder communications and expectations. This would also mean working closely with Incident Management from time to time to drive the RCA and permanent fixes.
As a result of rapid growth, the global nature of the business, and the history of multiple outsourcing arrangements, PepsiCo’s landscape needs to be more cohesive, with numerous duplications in data and tools and low process adherence. One of the critical expectations of this role is to be streamlined and drive large-scale change forward. This role will need to quickly understand the current landscape and develop the road map to achieve the desired future state.
>Ensure end to end problem management processes are coordinated and performed according to agreed processes.
>Actively lead a team of Problem Managers to ensure management of Post Incident Reviews (PIRs) and problem records related to major service incidents, to ensure effective and timely understanding of the root cause of incidents utilising both the Problem & Incident Management processes, working with technical resolver teams and Service Managers to agree the appropriate actions to protect service & stop further recurrences.
>Liaise with appropriate resolver groups to ensure timely resolution of problems and drive root cause investigations utilising RCA methodologies and frameworks.
>Ensure 3rd party suppliers fulfil contractual obligations, especially with regard to resolving problems, root cause analysis, monitoring trends and providing problem-related data and insights.
>Formally close problem records, planning and documenting appropriate follow up activities relating to Major Problem reviews.
>Proactive communication with all internal stakeholders / 3rd party suppliers to highlight risks, issues, dependencies, conflicts and actions needed to improve service quality and stability
>Update and maintain the Known Error Database, and support with CMDB.
>Contribute to the development of Problem Management processes, tools, templates, documents and reports.
>Provide education, guidance, support, to ensure adoption of and adherence to problem management processes as well as always looking for improvement
> Bachelor’s degree Computer Science, Information Systems, or other related field or equivalent experience.
>10+ years of significant work experience of large scale Operations Management in complex Infrastructure environments and must be ITIL V3 Expert.
>Must have Technical experience of large scale Infrastructure Operations as the role involves leading Problem Management process following ITIL principles and methodology that will flow into the existing Major Incident Management & Change Management processes. This includes implementation, education & effective adoption across the wider IT & Business communities.
> Service Reporting across IT & Business, focussing on current core platforms. Key to this will be utilising ServiceNow as a single version of the truth across all areas.
>Expert level knowledge of using ServiceNow, Power BI Reporting development
>Solid understanding of performance metrics, KPI’s, statistical calculations, machine learning, and correlation.
>Data and analytics