Overview:
This role sits within PepsiCo’s global IT Operations team and focuses on transforming the way IT incidents and service requests are handled through intelligent automation and self-healing. The Self-Healing and Service Desk Automation Specialist plays a key role in designing, developing, and deploying automated solutions—primarily using SysTrack Selfheal—to proactively detect and resolve issues before they impact users. You’ll work closely with service desk teams, infrastructure engineers, and digital workplace specialists to identify automation opportunities, build playbooks, and continuously enhance system performance and user experience. Beyond technical delivery, the role emphasizes data-driven decision-making, agile collaboration, and end-user experience improvement. In essence, this role is about bridging IT operations and automation engineering—turning reactive support into proactive, self-healing systems that reduce tickets, improve MTTR, and enhance digital experience across the enterprise.

Responsibilities:




- Be a part of a global engineering team responsible for designing, developing, and deploying self-healing and automation solutions.
- Design and implement automated solutions using SysTrack Selfheal to resolve IT incidents and service requests efficiently.
- Drive improvements in the Digital Employee Experience (DEX) score through targeted automation and self-healing use cases.
- Collaborate closely with the End-User Computing (EUC) and Global Workspace Services (GWS) teams to ensure the proper implementation of permanent fixes (solves) derived from Problem Management to address root causes impacting DEX.
- Develop and maintain playbooks for self-healing actions, ensuring accuracy and effectiveness.
- Integrate SysTrack Selfheal with existing IT infrastructure and monitoring tools.
- Analyse incident and service request data to identify opportunities for automation.
- Collaborate with the Service Desk team to identify and prioritize automatio

📌 Architect- Dex (Hyderabad)
🏢 PepsiCo
📍 Hyderabad