.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 Mexican 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.We are seeking a self-motivated, results-oriented professional to lead and provide technical guidance to sustain operations analysts and ensure the delivery of high-quality application sustain services. This role requires a blend of technical acumen, operational excellence, and leadership capabilities.Your ImpactAs Operations Lead - Global Commercial & Consumer Apps, your scope would consist of:Reports directly to the Director of Global Consumer & Commercial appsManage and mentor a team of application support analystsCoordinate team activities based on priority and urgency and drive productive ways of working across functional areas.Provide advanced technical support for complex application issues & root cause analysis.Act as 1st layer of escalation to support CSMs and Sustain analystsEscalate 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.E2E Service Management & SLAs:Review the service reports in accordance with SLA agreements partnering with the CSMDrive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidanceAct as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risksAct as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs)Transition to SustainPlan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain)
