Lead Operations Specialist

hace 5 días

Miguel Hidalgo, Ciudad de México PepsiCo A tiempo completo
Overview

We Are PepsiCo

At PepsiCo, we embrace the spirit of innovation and collaboration. We are a vibrant community of thinkers and doers, committed to creating a positive impact in the world.

As a part of PepsiCo, you will join one of the largest food and beverage companies globally, with our renowned brands enjoyed by millions daily across over 200 countries.

Our diverse product range includes 22 iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade, and Sonrics, which have been integral to Mexican households for over a century.

A career with PepsiCo means being part of an inclusive culture where everyone is valued. Here, you can be your authentic self and make a meaningful difference.

Discover more: PepsiCoJobs

Join PepsiCo, and strive for excellence.

Responsibilities

The Opportunity

We are looking for a proactive and results-driven individual to lead and provide expert guidance to operations analysts, ensuring the delivery of exceptional application support services. This position requires a combination of technical expertise, operational proficiency, and leadership skills.

Your Impact

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

Team Leadership:

Reporting directly to the Director of Global Consumer & Commercial Applications Leading and mentoring a team of application support analysts Coordinating team activities based on priority and urgency to foster a productive work environment Providing advanced technical assistance for complex application challenges and conducting root cause analysis Serving as the first point of escalation for Customer Success Managers and Sustain analysts Collaborating with external Capability and Sector Deployment teams to address issues as needed Identifying opportunities for process enhancements and collaborating with the team to implement improvements that boost efficiency and customer satisfaction Keeping abreast of industry trends and advancements in application support technologies

End-to-End Service Management & SLAs:

Reviewing service reports in alignment with SLA agreements in partnership with the Customer Success Manager Promoting standard support processes and best practices to improve 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 Ensuring the audit and alignment of the Hypercare Checklist is completed successfully with the Customer Success Manager before application acceptance

Strategy and Planned Maintenance

Reviewing the strategy and planning for system maintenance and updates in accordance with global/sector downtime calendars Assessing the impact of all planned maintenance across applications and shared capabilities, notifying teams of upcoming changes Reviewing 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 Driving a yearly Technology Lifecycle Management Capability Roadmap to support future growth and secure AOP alignment & approval

Communication and Reporting:

Validating that Service Level reporting meets SLAs Recognizing achievements through awards 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 standardize functional reporting Celebrating successes through awards or 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 In-depth knowledge of application support methodologies and best practices Familiarity with a wide range of technologies and enterprise applications; understanding 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 every requirement.

What can you expect from us:

Opportunities for continuous learning and development through various 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 support your goals at every life stage. A flexible work program to help you 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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