Senior Operations Manager for Global Commercial and Consumer Applications
hace 3 días
We are PepsiCo, a leading food and beverage company with a rich history of innovation and commitment to excellence. Our portfolio of iconic brands is consumed by billions of people around the world, and we're seeking a talented Senior Operations Manager to lead our Global Commercial and Consumer Applications team.
As a key member of our operations team, you will be responsible for providing technical guidance and leadership to our sustain analysts, ensuring the delivery of high-quality application sustain services. This role requires a unique blend of technical acumen, operational excellence, and leadership capabilities.
Your Impact
As Operations Lead - Global Commercial & Consumer Apps, your scope will consist of:
- Managing and mentoring a team of application support analysts
- Providing advanced technical support for complex application issues and root cause analysis
- Acting as 1st layer of escalation to support CSMs and Sustain analysts
- Escalating issues to and from external Capability & Sector Deployment teams, as necessary
- Identifying opportunities for process improvements and working with the team to implement changes to enhance efficiency and customer satisfaction
- Staying updated on industry trends and advancements in application support technologies
E2E Service Management & SLAs
- Reviewing service reports in accordance with SLA agreements, partnering with the CSM
- Driving standard support processes and best practices to enhance service quality, partnering with external Capability teams' guidance
- Acting as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks
- Acting as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)
Transition to Sustain
- Planning and monitoring smooth transition of applications from Hypercare to Production Support (Transition to Sustain)
- Partnering with Engineering Teams Release Manager to review Hypercare Checklist
- Driving the audit and alignment of the Hypercare Checklist and confirming completion successfully with Customer Success Manager before accepting applications
Strategy and Planned Maintenance
- Reviewing the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars
- Reviewing impact and assessment of all planned maintenance across applications and shared capabilities, alerting teams of future changes
- Reviewing all vendor management agreements and partnering with Software Asset management to resolve issues or improve relationships
- Ensuring planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments
- Driving a yearly Technology Lifecycle Management Capability Roadmap to support future growth and gain AOP alignment & approval
Communication and Reporting
- Reviewing and validating Service Level reporting meets SLAs
- Celebrating success with SMILES awards or providing positive feedback to vendors & peers
- Assisting in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards
- Sharing bright and hot spots with Sustain Lead that require celebration or attention
- Utilizing PEPOps Dashboard to assist in standardizing functional reporting
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