Sr. Analyst, Major Incident Commander (Miguel Hidalgo)

Overview

We Are PepsiCo

Join PepsiCo and dare to transform! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.

Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.

PepsiCo Mexico is one of the most important consumer products companies in the country. Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years.

A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.

Know a little more : PepsiCoJobs

Join PepsiCo, dare to transform.

Responsibilities

The Opportunity

PepsiCo Major Incident Management team is currently seeking an Incident Commander to join our team. Our Incident Response team is responsible for taking charge during all major outages across the enterprise, restoring service, performing root cause analysis, documenting, and reporting on trends, and proactively preventing issue recurrence.

The Incident Commander owns identifying the problem, engaging the proper individuals to resolve the issue and provide communication to the business on actions being taken until the outage is mitigated. This is a fast‑paced role that demands quick reaction and the ability to take charge.

We are looking for an individual that possesses the following attributes:

• Ability to thrive in fluid, high pressure situations and use fundamental troubleshooting skills to resolve business critical issues.
• Ability to use experience to follow unconventional paths when solving issues.
• Strong leadership presence on a technical bridge call.
• Ability to work autonomously and complete tasks without follow‑up.
• Continually identify opportunities for process improvements that provide additional business value.
• Excellent verbal/written communication skills that demonstrate an aptitude appropriate for interaction with the highest levels of management.
• Knowledge of IT standards and best practices as related to incident management.
• Take part in a 24x7 on‑call rotation for full‑cycle incident response (mitigation, correction, prevention).

Your Impact

As Sr. Analyst, Major Incident Commander your responsibilities would consist of:

• Utilizes incident command/management principles to provide direction to cross functional teams during critical outages.
• Provide rapid, concise, and accurate incident summaries to appropriate communication channels.
• Documents incident activities and conducts post‑incident reviews with IT leadership.
• Keeps up‑to‑date documentation on incident command processes and training.
• Identify processes where improvements can be made.
• Drive incident troubleshooting with a methodical, data driven approach.
• Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Normally receives little instruction on work assignments. Works both independently and collaboratively within the development and business organizations.
• Understand the full stack of customer and internal facing systems.
• Coordinate across teams to address identified risks after service restoration.

Qualifications

Who Are We Looking For?

1. Experience

• 3+ years of related technical experience with a broad technical knowledge base.
• 3+ years of ITIL process experience.
• 3+ years building or managing services or infrastructure and familiarity across a wide range of technologies.
• Outstanding written and verbal communications skills in English and the ability to express complex issues concisely to multiple audience.
• Experience managing multi‑platform, client‑impacting incidents.
• Experience in an Incident Commander role.
• Creative problem solving and troubleshooting skills.
• Knowledge of best practice design patterns for performance, resilient systems.
• Ability to manage competing priorities, and work well under pressure.
• Self‑driven with an analytical mind with a bias for action.
• Experience with Infrastructure, Application & Cloud monitoring tools. ITOM AIOPS, ELK, AppDynamics, SolMan, Prometheus, and/or Grafana strongly preferred.
• Working knowledge of ServiceNow ITSM and ITOM modules.

2. Competencies

• Servant leader, comfortable interacting in a consistently collaborative manner with all levels of the organization.
• Practitioner, empowering teams for success, with belief in sharing successes and failures, on an integral basis.
• Ability to speak both IT and business, with a focus on representing the art of the possible.
• Experience in working with