Tech Support Lead

hace 4 semanas

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 a commitment to making a positive impact on the world. As a Tech Support Lead, you will play a critical role in ensuring the success of our data analytics solutions, working closely with cross-functional teams to drive business outcomes and improve operational efficiency.

As a member of our team, you will be responsible for leading a team of data engineers, database developers, and data analysts to sustain and enhance existing data analytic and dashboard solutions for supply chain performance managers, decision-makers, specialists, and frontline personnel. This role will oversee the support team activities and ensure that end user's questions and issues are addressed promptly and effectively.

Your Impact

As a Tech Support Lead, your responsibilities will include:

  • Project Management: Lead the support agenda for analytics tools, including box monitoring, response, and communications to users and prioritization of support issues. Ensure that analytical solutions are running efficiently and up to date and support SLAs are met.
  • Own end-to-end analytic solutions, including UX, Data Models, ETL Design and Code, Front End (Tableau, PowerBI Dashboards, or Web Apps) and the support documentation. Oversee the team to maintain and enhance the existing analytical solutions. Ensure that documentation is kept up to date.
  • Lead enhancement activities in an Agile approach, using Azure DevOps to organize, track, and measure the team's progress. Partner with IT and data subject matter experts to assess each project's requirements and available data limitations. Identify paths to resolution or alternative options, incorporating these into the project.
  • Host and drive various venues, including support ticket assignments, critical issue/incident resolutions, and enhancement prioritization.
  • Implement and oversee quality assurance processes to ensure the reliability and performance of the existing analytical solutions. Conduct testing and code reviews, data exploration, and data validations for defects and enhancements.

Stakeholder Engagement

  • Partner closely with End users and Stakeholders from Field to understand business and analytics needs.
  • Collaborate, consult with, and inform various stakeholders to ensure visibility and alignment throughout the support and enhancement process.

Team Leadership and Development

  • Lead junior team members and direct reports through coaching, exposure to challenges, and training.
  • Identify strengths and opportunities for direct reports and action plans to guide their development.
  • Ensure support analysts are trained and capable. Cross-train the team members to handle workload fluctuations, vacations, and turnovers. As time permits, provide opportunities for support analysts to participate as data engineers or visualization developers within various projects.

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 innovation for the organization.

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