Key Role Summary
This IT Operations Assistant Analyst position will provide critical support to all IT services, computer systems, and network environments within the Singapore manufacturing plant to ensure operational stability.
Main Responsibilities
* Installation, troubleshooting, and resolution of IT equipment at the plant
* Ongoing support for network and compute infrastructure
* Implementation and maintenance of PepsiCo's Cybersecurity programs
* Delivery of End-user Workplace Programs, user support, and training
* Testing of Enterprise Solutions Applications
* User account administration and provisioning of system access
* Maintenance of process, system documentation, inventory, and user guides
* Management of the Future Technology Lifecycle (TLM) program
* Call logging, incident management, and service request fulfillment within SLAs
* Support for Project Portfolio Execution across site-based, global, sector, and local programs
* Establishment of relationships with key stakeholders, including Operations, Automation, Engineering, Enterprise Solutions, Finance, and PGCS IT, as well as managing Third-Party Vendors
* Support for a diverse range of technologies: Network Wi-Fi, LAN, Network security (Fire Walls), System access, cloud computing, server/compute infrastructure, Rubrik backup, Operations Technology (OT)- Thin Clients, System Platform, vendor remote access, Laptops, desktops, tablets, manufacturing Printers/applicators, scan guns, SOTI, video conference rooms, telephony/PBX, digital signage
Out-of-office hours support may be required for issue resolution and project activities
Required Qualifications
* Tertiary education in Computer Science, IT, Software Engineering, or a related field
* A minimum of 8 years' experience in IT, preferably in a similar role
* Experience in IT Infrastructure with expertise across relevant manufacturing systems, programs, and applications, focusing on Network, Compute, Security, Workplace Services, and Manufacturing IT/OT
* Collaboration and relationship-building experience across multiple functions and teams
* Project Management skills/experience
* Stakeholder and third-party vendor management experience
* Proposal evaluation and issue escalation experience
* Understanding of business drivers, priorities, operations, processes, IT & OT applications
* Proficiency in Active Directory, Windows, Office365, RD Web, SCCM, Intune, Network, Telephony, Managed Print Services
* Excellent verbal, written communication, and presentation skills
* End-to-end ownership, holistic approach to solutions scoping, and problem-solving, with active collaboration across functions
* Influence and engagement across business functions
* Knowledge of Manufacturing IT infrastructure and application inter-dependencies
* Awareness of IT, business, and IT/OT governance strategies
* Ability to integrate into a team environment (local and virtual)
* Experience supporting a large, multicultural user base
* Strong organization, multitasking, and priority management skills
* Service-oriented and process-driven mindset
* Microsoft and equivalent technical certifications
* ITIL and Project Management certifications and practical experience