30 ene
PEPSICO
Xico
Overview: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 from the launch of a new product to its execution at the point of sale.Therefore, we need talented and innovative people who are passionate about what they do.
PepsiCo Mexico currently has a broad portfolio of food and beverage products, such as Sabritas, Gamesa, Quaker, Pepsi, Obela and Sonrics, leading brands in the snacks, cereals, soft drinks, isotonic and cookies markets respectively.Our vision is to be the world leader in food and beverages by earning with purpose.
"Winning with purpose" reflects our ambition to win sustainably in the market and integrate the purpose in all aspects of the business.Now we are looking for this position:**Help Desk Jr Manager****Main Purpose**The Helpdesk function is to support the End Users in resolving incidents and service requests.
The HD Team Lead is managing a team of 20 HD (HelpDesk) agents.
Scope for the HD Team Lead is USA and LATAM.
**Responsibilities**:**Accountabilities**- The role is responsible for Incident (INC) Management and leading a team of 20 Help Desk Agents.- Categorization and Prioritization of the work on open Incidents (INCs).- Manage communication throughout the lifecycle of the incident.- Assure adherence to Critical Incident Management Process.- Comply with User and vendor support requirements in accordance with agreed Policy and Procedures Manual.- Resolve P2P User (internal and external)
and vendor inquiries in accordance with defined SLAs.- Address or escalate P2P Platform technical issues.- Escalate issues that cannot be resolved to PepsiCo.Qualifications:**Qualifications / Requirements**- Minimum of 7 years of experience in incident management or related is required.- Good interpersonal skills (needs to be able to build relationships over the phone without meeting suppliers/customers on a regular basis)- Ability to understand the processes- Ideally with a Procurement background- Advance english is required- ERP (SAP / ARIBA) experience- Bachelor´s degree needed**Thank you so much for your interest in PepsiCo!
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