Job Properties
  • Job Type
    Full-time Position
  • Category
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      December 11,2021
    • Entrusting Package
    • JSS
    • VISA
    • IMG_6430
    • Career Consultation

    Associate Supervisor, OT Support

    Auto req ID: 252583BR

    Job Description

    preferred location: Zaandam, Netherlands

    Ensures that all OT-related IT services are supported effectively and efficiently to maximize OT IT system uptime
    Leads operational availability and restoration of all OT-related IT services and incidents
    Supports the delivery of new and replacement infrastructure, and tools
    Ensures compliance with PepsiCo security and control policies to the NWE OT IT services

    • The OT specialist will act as the 3rd line support team to solve complex incidents with a wide scope.
    • The specialist provides constant monitoring of the OT environment (servers, network, applications,…) to prevent outages

    • Provides full-cycle technical support of IT equipment (as a smart hands): acceptance from the supplier, commissioning, delivery to users, repair thru authorized service centers, utilization.
    • Represents of I&O on plants, manages regional specific Field Service operations (i.e. walk-in, ticket logging, troubleshooting, support, reporting, customer satisfaction, major incident resolution).
    • Installation / dismantling of servers & network equipment, interaction with service providers for server infrastructure & network equipment maintenance.
    • Printing service support – consumables control and their timely order in accordance with the Company's procedures, their installation into equipment, control of the work of local suppliers for the provision of refilling (exchange) of cartridges, and maintenance and repair of printers and MFPs. Interaction with service providers for print outsourcing services (where applicable).
    • Initiates OS and equipment refreshes per approved cycles.
    • Perform stocktaking activities, coordinate overall IT asset accounting (equipment receipt, issuing, internal transfer, disposals, utilization, etc.)
    • Deploys local projects as a smart hands in Network & Compute area and EUC (i.e. TLM).
    • Assists with deployment of end-user IT Training programs \ Onboarding Programs.
    • Resolves IT incidents and support requests from users regarding desktops, laptops, printers, smartphones, displays other peripheral equipment, local wire and wireless network, wide area networks, Internet and Intranet services ; troubleshoots, diagnoses and resolves first and second level hardware, software and network connectivity problems; escalates more complex problems to Third Line Support including Delivery Team, Application Team and/or vendors for resolution in a timely manner and according to agreed standards and procedures
    • Diagnoses hardware malfunctions; replaces components and performs other maintenance and repair; installs and configures replacement equipment; coordinates major repair of hardware with customers and outside vendors
    • All activities tracked within myITServices during support request and resolution, maintains and distributes user request forms , training manuals and documentation.
    • Security compliance - GNAC Support as second level support ,manage airwatch on PI devices, support MLA and Adaptive authentications and myidm platform on daily basis.
    • Manages user access through myidM
    • Identifies opportunities to reduce baseline costs and enhance service levels
    • Drives resolution across multiple teams during region impacted Severity 1/2/3 incidents
    • Drives continuous improvement of Level 1-3 support processes and tools
    • Provides visibility to recurring call trends and problem areas with Level 2 and Level 3 support teams
    • Identifies key risks in OT operations and creates controls to mitigate risks
    • Ensures all related configuration items are kept up to date
    • Drives changes derived from incident resolutions
    • Coordinates information security management sector specific needs (i.e., mitigates technical, operational, legal risks)
    • Owns the last mile management (i.e., site, end-user)
    • Provides onsite support for project delivery
    • Interaction with service providers for network infrastructure maintenance.
    • Deploys local projects in the network area and interacts frequently with the CTO Delivery team.
    • Acts as 3rd line support team to solve break/fix incidents that have a wide impact (department, site, country, sector)
    • Drives resolution across multiple teams during region impacted Severity 1/2/3 incidents
    • Maintains a platform to proactively monitor all important IT assets and applications
    • Provides visibility to recurring issues and problems and suggests areas for improvement


    • 8+ years of infrastructure and end user support
    • subject matter expert in compute, network, and manufacturing applications
    • understanding of OT/mfg network and equipment
    • understanding of MAKE/MOVE process
    • In-depth knowledge of network topologies, equipment, and protocols
    • Good knowledge of routing, firewalling
    • Proven experience with installing and maintaining networks
    • Understanding of PepsiCo standards for OT and Wide area networks
    • Be a result-driven, communicative person who can work independent / remotely from a manager.
    • Strong teamwork, customer oriented
    • Supplier management experience (Basic level)
    • Establish and maintain highly effective customer-focused working relationships with end-users, other Information Systems staff, vendors,
    • Effectively prioritize and execute tasks in a high-pressure environment
    • Follow and apply standard Pepsico processes
    • Process orientated mindset - experience with ServiceNow, toolset (or similar) is an asset.
    • Strong analytical skills.
    • Ability to translate and present complex technical information/solutions into end-user language
    • Experience working within an international organization
    • Team player

    Relocation Eligible: Not Applicable
    Job Type: Regular
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