Global Euc Ops Engineering Lead

Overview:
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes
**LAY’S ®, DORITOS ®, CHEETOS ®, GATORADE ®, PEPSI ®, QUAKER ®** and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.

Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be you.

**Responsibilities**:
**Global EUC Ops Engineering Lead**

**Main Purpose**:

- As an End User Computing (EUC) manager, this role is responsible to oversees support activities, operations, technical services and engineering planning for all the laptops/desktop/Mobility/Print Management environments and other devices. The EUC Manager is a key player in PepsiCo’s ongoing transformation initiative to Modernize and Simplify End User Digital experience.
- The EUC Manager will be a member of the Global Workplace Services. This EUC Manager will be primarily responsible for managing, transforming, and developing all End User Support services provided by MSP partner including monitoring and tracking Service Level Agreements (SLAs) for all the End User Computing Services, and ensure that EUC solutions meet PepsiCo requirements.

**Accountabilities**:

- Work with the Managed service providers, internal teams, and OEMs to provide effective and efficient end user computing support
- Deliver the Incident, Request, and Problem Management within defined SLA's.
- Implement the Change, Configuration, and Release Management across EUC domain
- Advocating IT Service Management best practices
- Track, review, continually monitor, improve and accurately report all EUC Services KPIs, NPS, and balanced scorecards
- Identify areas of improvement by monitoring SLAs and feedback and then implementing the changes
- Act as a SOPC for Major Incident Management process in EUC domain, and act as escalation point for service delivery teams/ service teams if required
- Take full ownership for managing incidents to resolution within the service level conditions.
- Advocating IT Service Management best practices
- Develop methods and procedures for the deployment of PC and Mac OS X machines in a corporate environment Design and create reports within Management systems (SCCM, Intune and Jamf) for strategic decision making (Licensing, Patch/Vulnerability, Asset Intelligence etc) Environment, ensuring that software distribution, patch management and upgrades can be managed centrally.

Qualifications:
**Qualifications**:
**Years of exp**:

- Bachelor’s degree in Computer Science or related discipline and at least 12 -15 years of technology consulting or other relevant industry experience
- Overall 8 - 10 years of Core Global EUC Ops Lead experience in managing Windows / SCCM / Mac / Mobility / VDI / Print for Large Global Organization

**Mandatory Technical Skills**:

- Strong Troubleshooting and analytical skill
- Very good knowledge and technical proficiency in Windows, Mac and Print environment and working experience in large environments
- Very good knowledge of Microsoft Windows OS architecture
- Very good knowledge of OS Imaging & Deployment via SCCM/MECM/MDT/WDS
- Very good knowledge of Device Hardware assessment for various use cases and their integration into SCCM OS deployment
- Very good understanding of SCCM Application packaging, management, Windows 10 servicing framework
- Good Knowledge of Windows VDI / WVD
- Understanding of Active Directory
- Good Exposure to Cloud Management and Modern management features
- Strong technical & non-technical communication skills, both written & spoken
- Mandatory Experience on Service Now Incident / Service Request Management
- Proven knowledge of Desktop imaging and standardizing the images, package deployments and document procedures
- MSI packaging technology, tools and delivery methods.
- Thin client delivery devices and supporting infrastructure tools

**Mandatory No