Application Sustain and Operations Lead

Overview CAREERS TO SMILE ABOUT

At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you. Responsibilities The Opportunity

Lead the SFA NA and LATAM program part of TS&EP as Operation Lead

As Operations Lead - Global Commercial & Consumer Apps your scope would consist of: People Leadership:

Reports directly to the Director of Global Consumer & Commercial apps Manage and Mentor a team of application support analysts Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area. Provide advanced technical support for complex application issues & root cause analysis. Act as 1st layer of escalation to support CSMs and Sustain analysts Escalate issues to & from external Capability & Sector Deployment teams, as necessary. Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction. Stay updated on industry trends and advancements in application support technologies.

Review the service reports in accordance with SLA agreements partnering with the CSM Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)

Transition to Sustain

Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain). Partner with Engineering Teams Release Manager to review Hypercare Checklist Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application

Strategy and Planned Maintenance

Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars Review impact and assessment of all planned maintenance across applications and shared capabilities alerting teams of future changes Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval

Communication and Reporting

Review and validate Service Level reporting meets SLAs Celebrate success with SMILES awards or providing positive feedback to vendors & peers Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards Share bright and hot spots with Sustain Lead that require celebration or attention Utilize PEPOps Dashboard to assist in standardizing functional reporting Celebrate success with SMILES awards or providing positive feedback to vendors & peers

Qualifications Who Are We Looking For? Education:

Bachelor’s degree in Computer