Incident Management Lead

Overview

PepsiCo is embarked on a significant initiative of digitalization and standardization of the FP&A solution across all its divisions to make the finance organization more Capable, more Agile, and more Efficient. The MOSAIC program is a key enabler of that vision. It is the FP&A solution of the PepsiCo Global Template (PGT) that, for the first time, aims to integrate “vertical” planning for Business Units (BUs) or markets, and “horizontal” planning for functions (e.G., Global Procurement, Compensation and Benefits, etc.) that have accountability across markets. The program aims to harmonize data, planning processes and ways of working across PepsiCo organization.

The Sustain Team for MOSAIC Solution is responsible for the delivery of high-quality break fixes and keep stability for the Mosaic markets which are live. Also, to ensure zero minimum critical incident from Production, coordinate and minimize the downtimes of Prod and non-Prod environments.

The overall solution should be managed closely with our Business Support (Center of Excellence), various business teams (product owners and market teams) and other application support teams. The role will interact directly on the design / development of incident break fixes and maintenance of the solution and will have to work closely with the various detail design & development teams. This role will require a strong background in technical solutions which are part of Mosaic architecture such as TM1, Alteryx, Data Lake.

Responsibilities

The candidate needs to have a high degree of initiative to work independently and get things done in a complex matrix organization.

Key Accountabilities Includes following for Mosaic Solution : IBM Planning Analytics Cloud / Alteryx / Data Lake

Handle Incidents for Mosaic solution and strive for resolution of incidents within SLA.

Subject matter experts (SMEs), responsible for resolving incidents and for continuous communication about incident status.

Act as a resolver and communicate with the customer as required.

He is a member of a technical, operations, or application management team or supplier.

Monitor the team’s tickets queue for his service, self-assign tickets to him or directly work on tickets assigned by the Service Controller.

Responsible for forwarding tickets that require a change to the Service Controller and manage the Change Management process for break fixes implementation.

Handle tickets escalations to the Service Controller.

Qualifications

University education (BS / BA level) or equivalent work experience

4+ years of experience in Alteryx

6+ years of Information Technology

Technical Skills

Alteryx Designer

SQL, MySQL

Python

Tableau

Data Analysis, Predictive Modelling, Forecasting

ODBC driver

SAP & Oracle exposure

Service Now, Jira or other ticketing tools