Job description
Overview- The GBS Digital Factory is the digital transformation engine for PepsiCo that sits within the Global Business Services (GBS) organization. It focuses on the re-imagination and digitization of capabilities, processes, services, and reporting for the Enterprise through the design, development, and deployment of digital products and solutions. GBS Digital Factory works with business, sectors, markets, and regions, leveraging a core set of integrated technologies, such as AI, ML, RPA, and Conversational AI.
- As an Incident & Release Management Analyst,you will provide first-level support for operational issues, perform deployments of existing engineering patterns, engage Automation/Platform Teams for requirements gathering, and perform operational processes to validate and ensure the health and capacity of the cloud platform. You will collaborate with Automation/Platform Engineers in the development of engineering patterns, deployment specifications, and enablement of patterns through the DevOps automation pipeline.
Responsibilities- Execute the management of incidents, investigate and track incidents to resolution in a timely manner and within predefined SLAs
- Execute the assessment of incidents to identifythe appropriate teamsrequired to bring incidents to closure; assist with the implementation of workaround solutions as needed
- Execute technical quality assurance protocols, methods, and test plans to inspect and test digital products prior to redeployment
- Execute and document post-incident summaries, root cause analysis and mitigation protocols to lessen the likelihood of repeat incidents
- Execute the tracking of incidents and relevant timelines, including progress and status
- Execute the communication of the existence and status of incidents to relevant stakeholders, relaying information on business impact, risks, prioritization, mitigation and estimated time to resolution
- Execute the documentation of Incident Management processes, procedures, standards and SLAs for GBS Digital Factory
- 7-9 years of experience; 3+ years of experience in Incident Management-focused role
- Degree in Computer Science, Computer Engineering, or related field preferred
- Experience ensuring technology delivery meets policy, regulatory, architectural, and security standards
- Experience providing technical escalation points for production support during normal business and off-hours
- Experience with Agile methodology
- Experience with Incident Management tools like SNOW preferably
- Experience with production monitoring tool (Service monitors/BOT monitors/ Health dashboard creation etc)
- Experience with cloud technologies (e.g., Microsoft Azure, Google Cloud, Amazon Web Services, and cloud-specific PaaS and SaaS solutions)
Qualifications- Ability to work is a fast paced, agile environment with large cross-functional teams
- Ability to manage multiple priorities at the same time
- Ability and aptitude to pick up new technologies or procedures
- Strong problem-solving skills
- Excellent interpersonal and communication skills, both written and verbal
Refer code: 945882. Pepsico - The previous day - 2024-03-05 08:04
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