Lead Operations Specialist

hace 2 meses

Miguel Hidalgo, Ciudad de México PepsiCo A tiempo completo
Overview

We Are PepsiCo

Join PepsiCo and Dare for Better. We are a dynamic environment for inquisitive minds, innovators, and change-makers. Our mission is to create a brighter future through collaboration and commitment to excellence.

Being part of PepsiCo means joining one of the largest food and beverage corporations globally, with our renowned brands enjoyed over a billion times daily across more than 200 nations.

Our diverse product lineup, featuring 22 of the world’s most celebrated brands, including Sabritas, Gamesa, Quaker, Pepsi, Gatorade, and Sonrics, has been a staple in Mexican households for over 116 years.

A career at PepsiCo fosters an inclusive culture where everyone is valued. Here, you can truly be yourself. Regardless of your background, you have the power to influence those around you and make a meaningful difference in the world.

Know more: PepsiCoJobs

Join PepsiCo, dare for better.

Responsibilities

The Opportunity

We are looking for a proactive, results-driven individual to lead and provide technical direction to sustain operations analysts, ensuring the delivery of top-notch application sustain services. This position demands a combination of technical expertise, operational proficiency, and leadership skills.

Your Impact

As Operations Lead - Global Commercial & Consumer Apps, your responsibilities will include:

People Leadership:

Reporting directly to the Director of Global Consumer & Commercial Apps Managing and mentoring a team of application support analysts Coordinating team activities based on priority and urgency to foster productive collaboration across functional areas Providing advanced technical support for intricate application issues and conducting root cause analysis Serving as the first layer of escalation for Customer Success Managers and Sustain analysts Escalating issues to and from external Capability & Sector Deployment teams as necessary Identifying opportunities for process enhancements and collaborating with the team to implement changes that boost efficiency and customer satisfaction Staying informed about industry trends and advancements in application support technologies

E2E Service Management & SLAs:

Reviewing service reports in accordance with SLA agreements in partnership with the Customer Success Manager Promoting standard support processes and best practices to elevate service quality in collaboration with external Capability teams Acting as a liaison between DP&A Sustain & Operations teams to mitigate obstacles and enhance visibility on external risks Facilitating communication between Capabilities & Sector Deployment teams to escalate and mitigate global risks or respond to priority incidents

Transition to Sustain

Planning and overseeing the seamless transition of applications from Hypercare to Production Support Collaborating with Engineering Teams Release Manager to review the Hypercare Checklist Driving the audit and alignment of the Hypercare Checklist, ensuring completion is confirmed with the Customer Success Manager before application acceptance

Strategy and Planned Maintenance

Reviewing the strategy and planning of system maintenance and updates in alignment with global/sector planned downtime calendars Assessing the impact of all planned maintenance across applications and shared capabilities, notifying teams of upcoming changes Reviewing all vendor management agreements and partnering with Software Asset Management to resolve issues or enhance relationships Ensuring timely execution of planned service requests by partner Capability teams to prepare for future deployment readiness across all environments Driving a yearly Technology Lifecycle Management Capability Roadmap to support future growth and secure AOP alignment & approval

Communication and Reporting:

Reviewing and validating Service Level reporting to ensure compliance with SLAs Celebrating successes through recognition programs or providing positive feedback to vendors and peers Assisting in data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards Sharing notable achievements and areas needing attention with the Sustain Lead Utilizing PEPOps Dashboard to standardize functional reporting Celebrating successes through recognition programs or providing positive feedback to vendors and peers Qualifications

¿Who Are We Looking For?

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field

Experience:

Proven experience in leading a team In-depth understanding of application support methodologies and best practices Familiarity with a wide range of technologies and enterprise applications; knowledge of Commercial and Consumer products to support Sales is advantageous Experience with IT service management tools and frameworks, such as ITIL Strong problem-solving skills Excellent communication, interpersonal, and negotiation abilities

If this opportunity resonates with you, we encourage you to consider applying even if you do not meet every requirement.

What can you expect from us:

Opportunities for continuous learning and development through a variety of programs Access to internal digital platforms that promote self-directed learning Development programs tailored to enhance leadership skills Specialized training aligned with the role Learning experiences with both internal and external providers A culture that celebrates success, with recognition programs for seniority, behavior, leadership, and significant life moments Financial wellness programs designed to help you achieve your goals at every life stage A flexible work program that enables you to balance personal and professional commitments Family-oriented benefits, including our Wellness Line, numerous agreements and discounts, scholarship programs for children, and support plans for various life events

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 workforce and a driver of innovation for the organization.

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