Senior Network Support Analyst

13 Oct 2016
20 Oct 2016
Contract Type
PepsiCo is on the look-out for a Senior Network Support Analyst to join our Business & Information Solutions (BIS) team at our Head Office in Reading, Berkshire. Our BIS team is going through an exciting time. PepsiCo is transforming the way we use technology across all areas of the business, and BIS act as our partners, advisers and service providers on everything to do with technology. Many of our BIS roles have an international focus, and support internal clients across multiple countries, helping them to identify, deploy and optimise the technology needed to deliver outstanding results. In this role you will lead the stable and robust delivery of Incident, Problem and Change processes. Managing and owning the 'Request for Change' (RFC) process end to end, designing solutions, coordinating, resourcing and implementing the change. This role also manages 3rd parties and collaborates with the Network Engineering Tower to shape and deliver complex technical solutions, ensuring customer requirements are met and exceeded. In addition to having a very strong technical understanding of the key Network technologies and customer groups, you will demonstrate a strong capability in managing 3rd parties, to ensure clarity on prioritization, quality and delivery of effective service. You'll also line manage a small team and be the key point of escalation in the absence of the UK Network Lead, both in hours and out of hours. You won't just be limited to this as there is also the opportunity to be involved in other project work such as problem ticket analysis, baseline change implementation along with potential secondment opportunities. This role will also require 24/7/365 out of hours support on a rota basis. You will be compensated for working out of hours What you'll get up to Responsible for ensuring consistent delivery of Incident, Service Request, Problem and Project activities, the successful candidate will be responsible for the RFC delivery co-ordination and management process. Working with key stakeholders both within BIS (Service Delivery Managers / Business Engagement Leads) and with business customers to scope solutions, prioritize, resource and deliver. Whilst ensuring due diligence is completed on all Change requests and Change governance processes are adhered to. Manage 3rd parties to deliver industry standard technical solutions to drive customer service, working in collaboration with the Global Engineering team to ensure global standards alignment and best practices are adhered to. The jobholder will establish robust working relationships with both customer stakeholders and BIS partners to identify assess and where appropriate implement value-add improvements which drive effectiveness/efficiency within the customer and BIS function. Represent the UK Network team in Change Approval Boards with key stakeholders, clearly communicating Change risks, impact and benefits. What we're looking for Expert Network support experience, Cisco Certified Network Associate (CCNA) qualified with either Cisco Certified Network Professional (CCNP) qualification or able to demonstrate equivalent knowledge. Degree educated - desirable. Experience in an ITIL IT support environment. ITIL Foundation certification is desirable. Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers including producing major reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions. Translates business requirements into requirements specifications and recommends areas and methods for solution enhancement. Able to facilitate and communicate persuasively to draw out ideas and to gain agreement and support for proposed courses of action. Able to build strong relationships with business/IT personnel at all levels, with a diverse range of specialisation. Demonstrates the ability to motivate and influence teams and individuals with whom there is no direct or indirect management responsibility. Able to provide clarity and insight to complex discussions and debates in order to achieve resolution and understanding. Able to prioritise own workload across multiple work streams and provide advice to others in the team. Is able to step up and take ownership of issues and be an escalation point in the absence of the Network Lead. Has proven people skills with a good knowledge of the PepsiCo UK BIS framework, management structures and reporting for all aspects of BIS. Experience in Service Management IT support role. Knowledge of BIS solutions (technical infrastructure), including mastery of one or more core PUK processes and associated technologies. The salary for this role is negotiable. PepsiCo produces the world's largest portfolio of billion-dollar food and beverage brands, including 22 product lines that each generates more than $1billion in annual retail sales. Our main businesses - Frito-Lay, Quaker, Pepsi-Cola, Tropicana and Gatorade - also make hundreds of other nourishing, tasty foods and drinks that bring joy to our consumers in more than 200 countries. 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