IT Field Service Lead

2 weeks ago


Thailand PepsiCo Full time

**Responsibilities**
**Role**:

- **Support and Maintain IT Infrastructure** (Compute/Network/Security) Operations, End User Computing (EUC), and Unified Communications (UC), for Asia BU markets
- ** Collaborate with Local and Sector IT / OT** in managing support IT infrastructure, Security System and provide communication for incident and problem management
- ** Manage Service Level Agreement (SLA)** with global & local managed services vendors to deliver committed level of services, and resource development.
- ** Project Management and delivery **of IT infrastructure (Compute/Network), EUC, UCC, and workplace services as per planned.
- ** Lead Asia IT Service Management** and IT process compliance practices including evaluating managed service vendor performance and manage service improvement action plans.

**Accountability**
- 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 fulfillment 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 with all processes
- 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.

**Qualifications**
**Qualification**
- Bachelor or master’s degree in Management Information Systems, Computer Science, Computer Engineering, or other related filed.
- Solid Technical knowledges in IT Infrastructure (Wintel Server, Cisco Network, WAN, LAN, Wireless), Microsoft 365, Team and, Unified Communication (Zoom, Cisco Call Manager),
- IT Service management practitioner
- IT project management and execution
- Global IT managed services management
- Good Communication and reporting skills
- ** Good command in English and Thai**:

- Customer service attitude,



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