Senior Operations Coordinator

hace 2 meses

Miguel Hidalgo, Ciudad de México PepsiCo A tiempo completo
Overview

We Are PepsiCo

At PepsiCo, we invite you to challenge the status quo. We are a dynamic environment for inquisitive minds, innovators, and change-makers. Together, we are shaping a brighter future and striving to improve the world around us.

Joining PepsiCo means becoming part of 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 range includes 22 of the world's most beloved brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade, and Sonrics, which have been integral to Mexican households for over 116 years.

A career with PepsiCo fosters an inclusive culture where everyone is valued. Here, you can truly be yourself. Regardless of your background, identity, or beliefs, you have the power to inspire those around you and make a meaningful difference.

Discover more: PepsiCoJobs

Join PepsiCo, and strive for excellence.

Responsibilities

The Opportunity

We are in search of a driven, results-focused individual to oversee and provide technical direction to operations analysts, ensuring the delivery of superior application support services. This position necessitates a combination of technical expertise, operational proficiency, and leadership skills.

Your Impact

As Operations Lead - Global Commercial & Consumer Applications , your responsibilities will encompass:

Team Leadership:

Reporting directly to the Director of Global Consumer & Commercial Applications Leading and mentoring a team of application support analysts Coordinating team initiatives based on priority and urgency to foster effective collaboration across functional areas Providing advanced technical assistance for intricate application challenges and conducting root cause analyses Serving as the first point of escalation for Customer Success Managers and Sustain analysts Escalating issues to and from external Capability and Sector Deployment teams as needed Identifying opportunities for process enhancements and collaborating with the team to implement improvements that boost efficiency and customer satisfaction Staying informed about industry trends and advancements in application support technologies

End-to-End Service Management & SLAs:

Reviewing service reports in line with SLA agreements in partnership with the Customer Success Manager Promoting standardized support processes and best practices to elevate service quality, guided by external Capability teams Acting as a liaison between DP&A Sustain & Operations teams to mitigate obstacles and enhance visibility on external risks Serving as a liaison 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 successful completion with the Customer Success Manager before application acceptance

Strategy and Planned Maintenance

Reviewing the strategy and planning for system maintenance and updates in alignment with global/sector planned downtime calendars Assessing the impact of all planned maintenance across applications and shared capabilities, alerting teams to 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 achievements 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 highlights and areas needing attention with the Sustain Lead Utilizing PEPOps Dashboard to aid in standardizing functional reporting Celebrating achievements 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 team leadership Comprehensive understanding of application support methodologies and best practices Familiarity with a wide array 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 analytical and 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 all the listed qualifications.

What can you expect from us:

Continuous learning and development opportunities through a variety of programs Access to internal digital platforms that promote self-directed learning Development programs tailored to enhance leadership skills Specialized training relevant to the role Learning experiences with both internal and external providers Recognition programs celebrating achievements in 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 allows you to balance personal and professional commitments Family benefits including access to 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 source of innovation for the organization.

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