Global Sustain Operation Lead

Overview

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Responsibilities

The Opportunity

We are looking for a self-motivated, results-driven professional to lead and provide technical guidance to our sustain operations analysts. This role is crucial to ensure the delivery of high-quality application sustain services for our global commercial and consumer applications. It requires a blend of technical expertise, operational experience, and strong leadership skills.

Your Impact

As Global Sustain Operation Lead your scope would consist of:

- Reports directly to the Director of Global Consumer & Commercial apps
- Manage and Mentor a team of application support analysts
- Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area.
- Provide advanced technical support for complex application issues & root cause analysis.
- Act as 1st layer of escalation to support CSMs and Sustain analysts
- Escalate issues to & from external Capability & Sector Deployment teams, as necessary.
- Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction.
- Stay updated on industry trends and advancements in application support technologies.

E2E Service Management & SLAs:

- Review the service reports in accordance with SLA agreements partnering with the CSM
- Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance
- Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks
- Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)

Transition to Sustain

- Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain).
- Partner with Engineering Teams Release Manager to review Hypercare Checklist
- Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application

Strategy and Planned Maintenance

- Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars
- Review impact and assessment of all planned maintenance across applications and shared capabilities alerting teams of future changes
- Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship
- Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments
- Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval

Communication and Reporting

- Review and validate Service Level reporting meets SLAs
- Celebrate success with SMILES awards or providing positive feedback to vendors & peers
- Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards
- Share bright and hot spots with Sustain Lead that require celebration or attention
- Utilize PEPOps Dashboard to assist in standardizing functional reporting
- Celebrate success with SMILES awards or providing positive feedback to vendors & peers

Qualifications

Who Are We Looking For?

Experience

- Bachelor’s degree in Computer Science, Information Technology or a related field
- Fluent in English and Spanish
- Minimum 5 years of experience in application support or a related technical support role
- Experience leading a team
- Deep understanding of application support methodologies and best practices
- Familiarity with a broad range of technologies, and enterprise applications.
- Understanding of Commercial and Consumer products to support Sales is a plus.
- Experience with IT service management tools and frameworks, such as ITIL
- Strong problem-solving abilities
- Good communication, interpersonal, and negotiation skills

If this opportunity interests you, we encourage you to apply even if you do not meet 100% of the requirements.

What can you expect from us:

- Opportunities to learn and develop every day through a wide range of programs.
- Internal digital platforms that promote self-learning.
- Development programs according to Leadership skills.
- Specialized training according to the role.
- Learning experiences with internal and external providers.
- We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
- Financial wellness programs that will help you reach your goals in all stages of life.
- A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
- And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.

Who Are We Looking For?

Experience

- Bachelor’s degree in Computer Science, Information Technology or a related field
- Fluent in English and Spanish
- Minimum 5 years of experience in application support or a related technical support role
- Experience leading a team
- Deep understanding of application support methodologies and best practices
- Familiarity with a broad range of technologies, and enterprise applications.
- Understanding of Commercial and Consumer products to support Sales is a plus.
- Experience with IT service management tools and frameworks, such as ITIL
- Strong problem-solving abilities
- Good communication, interpersonal, and negotiation skills

If this opportunity interests you, we encourage you to apply even if you do not meet 100% of the requirements.

What can you expect from us:

- Opportunities to learn and develop every day through a wide range of programs.
- Internal digital platforms that promote self-learning.
- Development programs according to Leadership skills.
- Specialized training according to the role.
- Learning experiences with internal and external providers.
- We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
- Financial wellness programs that will help you reach your goals in all stages of life.
- A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
- And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.

The Opportunity

We are looking for a self-motivated, results-driven professional to lead and provide technical guidance to our sustain operations analysts. This role is crucial to ensure the delivery of high-quality application sustain services for our global commercial and consumer applications. It requires a blend of technical expertise, operational experience, and strong leadership skills.

Your Impact

As Global Sustain Operation Lead your scope would consist of:

- Reports directly to the Director of Global Consumer & Commercial apps
- Manage and Mentor a team of application support analysts
- Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area.
- Provide advanced technical support for complex application issues & root cause analysis.
- Act as 1st layer of escalation to support CSMs and Sustain analysts
- Escalate issues to & from external Capability & Sector Deployment teams, as necessary.
- Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction.
- Stay updated on industry trends and advancements in application support technologies.

E2E Service Management & SLAs:

- Review the service reports in accordance with SLA agreements partnering with the CSM
- Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance
- Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks
- Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)

Transition to Sustain

- Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain).
- Partner with Engineering Teams Release Manager to review Hypercare Checklist
- Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application

Strategy and Planned Maintenance

- Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars
- Review impact and assessment of all planned maintenance across applications and shared capabilities alerting teams of future changes
- Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship
- Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments
- Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval

Communication and Reporting

- Review and validate Service Level reporting meets SLAs
- Celebrate success with SMILES awards or providing positive feedback to vendors & peers
- Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards
- Share bright and hot spots with Sustain Lead that require celebration or attention
- Utilize PEPOps Dashboard to assist in standardizing functional reporting
- Celebrate success with SMILES awards or providing positive feedback to vendors & peers