Software Engineering Asso Manager

Overview:**We Are PepsiCo**Join PepsiCo and Dare for Better**We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of homes for more than 116 years.A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.**Know more**:PepsiCoJobs****Join PepsiCo, dare for better.****Responsibilities**:**The Opportunity**Operation Lead for Sustain & Operation**Your Impact**As a **Operations Engineer** your scope would consist of:- Customer Relationship Management & Engagement- Serve as the primary business point of contact for daily sustain operations- Understand business goals, and challenges, and provide tailored support and recommendations- Partner with product and engineering to create and socialize plan to transition products/features/capabilities from development to sustain post-Hypercare- Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain- Monitor and respond to customer inquiries through various communication channels- Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization- Product Knowledge & Understanding- Understand the features within a product and the future product roadmap- Stay updated on the latest product trends across the industry- Incident Management and SLAs- Partner with operations leads and sustain teams to ensure incidents are resolved with SLA.- Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team- Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team- Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly- Communication and Reporting- Communicate and collaborate with the Call center, Sector reps, Business Admins and leadership teams to provide regular updates on incidents, problems, upcoming maintenance, etc.- Identify Product Improvement areas and work with the Product team to create the backlog item as a future product capabilityQualifications:**Who Are We Looking For?****Education**- Bachelor’s degree in business, technology, communications or a related field.**Experience**- 7-10 years of experience in customer success, ITSM,account management, or a related role, preferably in the B2B e-commerce or SaaS industry.- Strong understanding of B2B e-commerce solutions and related technologies- Excellent communication, interpersonal, and presentation skills.- Strong problem-solving and analytical abilities- Ability to manage multiple clients and products simultaneously.**What can you expect from us**:- Opportunities to learn and develop every day through a wide range of programs.- Internal digital platforms that promote self-learning.- Development programs according to Leadership skills.- Specialized training according to the role.- Learning experiences with internal and external providers.- We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moment of life, among others.- Financial wellness programs that will help you reach your goals in all stages of life.- A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.- And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.**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 work force and innovation for the organization.