Major Incident Coordinator
Ciudad de México, Ciudad de México, México
hace 17 horas
source : JobLeads

Auto req ID : 221474BR

Job Description

Are you looking for a challenging opportunity in an organization with a dynamic, innovative and diverse environment?

If so, your future is at PepsiCo. As a world class company, we seek excellence in everything we do. Therefore, we need talented and innovative people who are passionate about what they do.

For more information you can enter

Now we are looking for this position :

Major Incident Coordinator,

Main Purpose

This is a SME (Subject Matter Expert) on PepsiCo's Global Major Incident Management and Problem Management Execution Roles responsible for supporting all major incidents impacting PepsiCo Business globally or in North America.

This role supports the technical Resolver manager who is driving the technical recovery on a major incident call. Key accountabilities : Guide & ensure teams are operating according to the defined major incident processes & procedures.

vetts major incidents that are proposed and confirms / rejects them as major incident candidates, initiates triage on bridge calls for confirmed major incidents, gathers necessary resources, maintains chronological milestone updates in the incident record, sends major incident communications.

In this job function the candidate will be providing 24X7 / 365 rotational coverage for the Global Major Incident Management Team for all major incidents that impact PepsiCo Business IT Globally and in North America.

They will also participate in Problem Management debriefs post incident recovery for all Major Incidents that impact the Global and North American Sector.

Maintaining awareness and attending training of "current" processes & procedures is key accountability. This role also participates in continuous service improvement ideations for major incident management process improvements.


  • The candidate will be on a weekly rotational schedule (24X7 / 365) to cover the Global Major Incident Management Team.
  • The candidate will be in charge of upkeeping all documentation that impact the Global Major Incident Management team and ensure that all sector based Major Incident Managers are provided with updated processes and procedures to ensure that these critical incidents are followed correctly via PepsiCo IT globally.

    Candidate will also be taking all Major Problem Management tickets through the Problem Management Lifecycle to ensure all Problems have been vetted and completed for Executive Leadership approval.

    In this role the candidate will also provide on-boarding and refresher training to all new and existing Global Major Incident Managers while also acting as a back-up Global MIM Execution Lead as well.

    A MIM execution lead mentors other MIM roles across the team & assumes the Facilitation & MIM Communication responsibilities on the highest priority majority incidents where multiple major incident managers fulfill the remaining roles and responsibilities.

  • Responsible for assessment and negotiation of priority for major incidents impacting PepsiCo with support teams and senior IT / Business Leadership
  • Accountable for facilitating (hosting, pulling in required participants, and driving conversation) of major incident recovery bridge
  • Accountable for communicating major incident details to all levels or the organization within defined MIM time frames
  • Accountable for delivering process changes and training within the North America MIM execution team in coordination with global process changes
  • Accountable for vetting (Major Incident) problem records through the Problem Management Lifecycle.
  • Working with PepsiCo IT Backline teams on bottlenecks that could impact the way (Major Incident) Problem Records are completed.
  • Ensuring RCA (Root Cause Analysis)has been thoroughly completed and Remediation Steps have been identified to ensure no re-occurrence of the same issue.

  • The candidate will also be providing Problem Management Debrief’s for all North American and Global Major Incidents.
  • If you meet the requirements apply directly on this link for you to add your CV and we can take you into account for the next steps of the process.

    Learn more about our culture and life at PepsiCo https : / / /

    At PepsiCo, we are committed to providing equal development opportunities for all candidates for employment without exception of race, religion, sex, sexual orientation, marital status, age, nationality, origin, or type of disability.

    We respect and value diversity as a workforce and innovation for the organization.

    Thank you so much for thinking about PepsiCo to start or continue your career!

    Qualifications / Requirements

    Education / requirements

  • Bachelors, IT, Information Systems - required
  • Related professional experience in field
  • 2-3 years prior experience facilitating Major Incident technical bridges and communicating status both orally and written.
  • ITIL Foundations Certification preferred
  • Experienced with Infrastructure and / or Application support - desired
  • Experience with ServiceNow - desired
  • Strong analytical skills to "ask the right questions" and support the synthesis of knowledge and information out of abstract and varying types of data points
  • Ability to work efficiently under pressure with minimal supervision.
  • Excellent oral communication skills with the ability to communicate effectively across technology
  • Excellent written communication skills and ability to compose notifications with concise business and technical details within a short period of time.
  • Ability to work as part of a global team.
  • Ability to multi-task and prioritize amongst multiple ongoing issues.
  • Assertive and fearless. Not afraid to speak-up and call time-out to reset recovery efforts.
  • Positive working attitude with a sense of ownership and urgency.
  • Able to work on a shift schedule including weekend on call.
  • Good negotiation & Facilitation skills, ability to listen and act upon what is heard & influence / inform others
  • Attention to detail and ensuring items are completed in a timely fashion.
  • Relocation Eligible : No Aplicable (N / A)

    Job Type : Pipeline

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