About the role
As Analyst, IT Operations, you are the face of IT to Bacardi end-users providing support with responsibility for customer care, incident management and technical support on computer workstations and peripherals and all IT Operations areas - network, collaboration tools, end-users computing.
Together with your team, you provide immediate resolution whenever possible and you will link with Global IT - 3rd level support
whenever required, follow-up and loop back with the internal customer/user. Depending on your scope, you may ensure support to headquarters, plants, salesforces, distribution centers.
You are also responsible for overall monitoring and maintenance of the IT infrastructure to ensure availability to all users, including configuration of networks, installing operating systems, applications software and hardware in accordance with IT standards, policies and procedures.
In this role, flexibility is key - you may be part and participate in out-of-hours on call presence and also cover to other sites on an ad-hoc basis either on site or remotely. This role has a high impact on the employees' ability to work efficiently therefore also on the reputation, image and credibility of both IT and the company.
At this position, you will typically report to a Team leader, or (Associate) Manager, IT Operations.
Key accountabilities and responsibilities
Impeccable Support to the Bacardi users on Network, End users computing and Collaboration tools
Manage and support the SEA, NAPAC and IMEA regions (Deployment, maintenance, support and upgrade of servers, PCs, hardware, software, operating systems, printers, copy/fax machines, telecommunications equipment and mobility)
Ensure the regional networks and network services are operational at all times by coordinating with site leads
Maintain regional datacenter (infrastructure, server, communications equipment operational and up to date
Schedule installation and upgrades of existing equipment)
Provide 2nd level technical support to all customers/users either by telephone or on-site, supporting PC based hardware, operating systems and applications
Monitor proactively the day to day operation of IT regional Infrastructure and Network and provide technical support, consultancy and fix issues according to the SLAs
Responsible together with your regional team for achieving efficient and effective day-to-day delivery and support of services to business users (according to SLA/KPIs) as well as related costs
Prioritize helpdesk support urgency conflicts. Manage and help helpdesk support
Manage the incident resolution along SLAs & interacts with operations and client management, application services and 3rd parties for L2 issues and monitor the day to day service level
Lead the training and development needs of users on various technology and solution
Technical point of contact regionally for global projects: help formulating project plan to implement global and regional directives to all site within your region
Collaborate with IT Service Managers, Solution Managers and Client Managers
Own the perfect execution of global initiative launches with required adaptation (languages, specificities,..)
Be responsible for IT continuity plan/Disaster recovery
Manage local/ outsourced teams and regional vendor to deliver solution or service that meets the business requirements and the agreed SLAs (example : Manage local PABX maintenance supplier, mobility relationships) to deliver the agreed SLA to the business
Support the coordination of disaster recovery drill together with, regional sites, vendors/ 3rd parties
Be the focal point of contact in liaison between the vendor and the business as required
Purchase and implement - within budget - equipment needs (servers, hubs, routers, phone equipment, etc..)
Maintain accurate records of contacts and history of incidents, using latest internal tools
Identify incidents and resolve to prevent reoccurrence. Maintain the on-line knowledge base of frequent questions and the appropriate response for each
Manage administration of starters/leavers/movers including equipment roll-out, replacement and data access
Responsible for account administration on some local applications
When necessary, submit incidents and problems to external supplier technical support and coordinate repairs/implement recommended solutions
Maintain logs related to network functions as well as maintenance and repairs records
Maintain the local server room infrastructure, data backup / restore (whenever in your scope)
Support any local Business meetings and VIP when required
Measures of success
SLA (Service Level Agreements) are reached on Support Operations in your scope
Reduction of the number of tickets per quarter
Critical experiences for success
To be successful in this role you will have/be:
Ability to communicate to end-users, ability to explain technology, excellent communication skills,
Ability to deal with customers at all levels, face-to-face and on the phone
Understanding of ITIL methodology
Understanding of hardware, software systems, SAP and network technologies
Knowledge of current technological trends, data security and disaster recovery systems and procedures
Understanding of IT governance and operations, IT controls (privacy, security)
Business Knowledge - Understand the business and business processes
Understand the impact of technology on the business processes/results (example - impact of one minute server outage on the production of bottles)
Experience in running Helpdesk/support to end-users, incident management, data center
Problem solving, root cause analysis capabilities
Be organized and able to prioritize workloads in a fast-pace, high pressure environment
Proficient in English
The following experiences are recommended:
Experience in project management
Experience in crisis management
Experience/exposure to different markets dynamics/specificities/cultures
DETAILED ROLE COMPENTENCIES AND TECHNICAL REQUIREMENTS
IT Service Management (Incident, Request, Problem and Change)
Responsible together with the Regional and Global IT team for achieving efficient and effective day-to-day delivery and support of services to business users (according to SLA) as well as related costs.
Prioritize IT Helpdesk support and manage urgency vs. impact on the severity of created tickets.
Manage the Incident resolution along SLAs & interacts with operations and client management, application services and 3rd parties.
Technical Skill Requirements:
Network / Infrastructure
Experience of managing multiple sites in a medium/large organisation
Cisco LAN switching technologies including VLAN's, Wireless. QOS, etc.
Troubleshoot network issues including (routing, wireless, Internet access, carrier management)
Experience with Windows servers/services and managing Active Directory Group Policy, DHCP, DNS,
Firewall, WSUS, etc. accross multiple sites in a medium/large organization
Experience with Windows Defender and Windows Security update
Experience of working with Cisco/BlueJeans Telepresence Endpoints
Experience of managing VMWare in a medium/large organization
Good understanding of Windows Licensing and managing of Application services across multiple sites including (MS365, SAP, etc.)
Troubleshoot Infrastructure issues including (AD, Server, Security, Certificates, Availability, Performance)
End User Computing
Experience of building PC's within an SCCM environment using Preboot Execution Environment (PXE)
Experience of managing core EUC OS and applications across multiple sites in a medium/large organisation including (Windows 7, Office 365, SAP, Lotus Notes)
Troubleshoot End User issues including (Build, Application Deployment, Patch, Policy, OS & Applications)
Network - CCNA
Microsoft - MCSE (Windows Server Technologies)
Our ways of working
Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire. We're caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly. We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure. We're passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work: we commit energy, heart and soul. We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we're most proud of: our True Heart and Winning Spirit - both in our home markets and across the world.