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ALICS Solution Engineer

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The R&D and PS Hosting service operates IT/OT infrastructure used for R&D lab operations and PS manufacturing at Baby/Fem plants. This
service provides operational excellence and ensures compliance with relevant policies and standards.

The Service Operations Manager is responsible for overall operations of the “IT@Labs” server infrastructure located at ~15 R&D sites and
the PS Area-I OT platform used in ~30 Baby/Fem manufacturing plants, globally. This role ensures ITIL Operations processes are delivered
consistently, holistically, in line with IT policies and meeting business requirements. The goal is to standardize on solutions, procedures,
metrics, and capabilities, so that we deliver quality operations, increase uptime, eliminate vulnerabilities, and ensure compliance.
This person must understand operations requirements, needs and SLAs from R&D, Manufacturing, and Engineering organizations. These
must be translated into service structures, deliverables, measures, and scorecards to operate local IT/OT compute, storage, and network
infrastructure. This includes providing vendor governance, guiding and directing the service provider to meet business needs and ensure a
consistent and continuous service delivery that will meet the very high customer expectations.
This person is responsible for managing procurement and payment processes. The role also includes leading small to medium size projects
when needed to complete hardware refreshes and drive improved operational excellence for the service. Finally, this person will be involved
as part of the ALICS procedures to support refreshes and expansion of the ALICS 2.0 across sites.

Following are specific responsibility areas for this role:

Service Operations - Drives excellence in global service operations. Engages with our vendor partners to deliver improved support for our
users. Ensures involvement of appropriate Subject Matter Experts (SMEs) as needed for challenging technical issues. Identifies current gaps
in knowledge and expertise and drives appropriate training. Leverages strong knowledge of ITIL principles. Works in close partnership with
key business partners and other Service Managers as needed.

Leadership - Willingness to own and drive solutions. Actively shares knowledge with others. Demonstrates strong communication skills both
verbal and written so can effectively engage with support teams, end users, and leadership. Demonstrated initiative to lead within P&G and
externally with vendors to maximize IT capabilities. Builds effective relationships and can lead across multifunctional teams and organizations. Able plan with excellence and deliver breakthrough results.

Technical Mastery – Understanding of server, storage, and network infrastructure to facilitate the engagement of the appropriate technical
resources. Able to quickly learn and apply knowledge to ensure technical decisions fit corporate direction, are technically sound and are
cyber compliant.

Vendor Management - Experience in working with external partners to deliver on shared objectives. Ability to understand contracts and
leverage them to bring value to P&G. Experience working effectively with outsourced partners to deliver desired results in a way consistent
with P&G’s PVP’s. Knowledge of co-employment issues and processes for managing vendors an asset. Procurement and Payment
management: Ability to manage procurement procedures, obtain vendor quotes, raise purchase requisitions, confirm delivery/receipt, track

Project Management: Ability to successfully lead and deliver small to medium projects when needed to drive operational excellence. As the
Project Manager, develop the Charter, Objectives, Critical Path Schedule, facilitate project team/status meetings, write/communicate status
updates, and drive Risk/Help Needed assessments and issue resolution.

Stewardship - Experience with driving compliance or engaging in similar activity is very helpful in this role.


  • 3+ years of ITIL foundations and service management principles experience.
  • English B2+
  • Very strong analytical and critical thinking skills
  • Technical competency and a willingness to continue to build your skills
  • 3+ years of Vendor management experience.
  • Licenses management and control
  • Excellent communication skills
  • Flexibility and agility to adjust priorities as needed to meet business needs
  • Cloud Foundation
  • VMware and/or Veeam experience (nice to have)

What we offer!

  • We'll give you responsibilities as of Day 1 – you will feel the ownership of your project from the beginning, and you will be given specific projects and responsibilities
  • You'll have continuous mentorship – you will work with passionate people and receive both formal training as well as day-to-day mentoring from your manager
  • We offer you to work and be part of a dynamic and supportive environment
  • We promote agility and work/life balance for employees, we value every individual and support initiatives, promoting.
  • We love flexibility. You can arrange your work schedule based on your personal needs.
  • We will let you experience true support for work/life effectiveness and your long-term well-being.
  • We will give you a competitive salary and benefits' package.

About us!

P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®,Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks®, and Whisper®. The P&G community includes operations in approximately 70 countries worldwide. Please visit for the latest news and information about us and our brands.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status,or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Job locations:
San José, San José, Costa Rica
Job Type: Full time Job categories: Information Technology Req No: R000048170
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