Senior Operations Manager for Global Commercial and Consumer Applications

hace 3 días


Miguel Hidalgo, Ciudad de México PepsiCo A tiempo completo
Overview

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:
  1. Managing and mentoring a team of application support analysts
  2. Providing advanced technical support for complex application issues and root cause analysis
  3. Acting as 1st layer of escalation to support CSMs and Sustain analysts
  4. Escalating issues to and from external Capability & Sector Deployment teams, as necessary
  5. Identifying opportunities for process improvements and working with the team to implement changes to enhance efficiency and customer satisfaction
  6. Staying updated on industry trends and advancements in application support technologies

E2E Service Management & SLAs
  1. Reviewing service reports in accordance with SLA agreements, partnering with the CSM
  2. Driving standard support processes and best practices to enhance service quality, partnering with external Capability teams' guidance
  3. Acting as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks
  4. Acting as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)

Transition to Sustain
  1. Planning and monitoring smooth transition of applications from Hypercare to Production Support (Transition to Sustain)
  2. Partnering with Engineering Teams Release Manager to review Hypercare Checklist
  3. Driving the audit and alignment of the Hypercare Checklist and confirming completion successfully with Customer Success Manager before accepting applications

Strategy and Planned Maintenance
  1. Reviewing the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars
  2. Reviewing impact and assessment of all planned maintenance across applications and shared capabilities, alerting teams of future changes
  3. Reviewing all vendor management agreements and partnering with Software Asset management to resolve issues or improve relationships
  4. Ensuring planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments
  5. Driving a yearly Technology Lifecycle Management Capability Roadmap to support future growth and gain AOP alignment & approval

Communication and Reporting
  1. Reviewing and validating Service Level reporting meets SLAs
  2. Celebrating success with SMILES awards or providing positive feedback to vendors & peers
  3. Assisting in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards
  4. Sharing bright and hot spots with Sustain Lead that require celebration or attention
  5. Utilizing PEPOps Dashboard to assist in standardizing functional reporting


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