Application Sustain And Operations Lead

Pepsico; Xico; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

PepsiCo is seeking an Operations Lead for Global Commercial & Consumer Apps in Mexico City. You will lead the SFA NA and LATAM program as part of TS&EP, managing a team of application support analysts and coordinating cross-functional activities to ensure high-quality service delivery.

In this role, you will drive escalation management, governance of SLAs, and continuous improvement across the support lifecycle.

Formación

• Bachelor’s degree in Computer Science, IT or related field.
• 7–9 years of experience in application support or related technical role.
• Experience leading a team of integration/support specialists.

Responsabilidades

• Lead and mentor a team of application support analysts and engineers.
• Provide advanced technical support for complex application issues and root cause analysis.
• Coordinate team activities based on priority and urgency; drive efficient working practices.
• Serve as 1st escalation point for CSMs and Sustain analysts; liaise with external deployment teams as needed.
• Identify opportunities for process improvements to enhance efficiency and customer satisfaction.
• Stay updated on industry trends and advancements in application support technologies.

Conocimientos

Leadership & people management

Communication

Problem solving

Stakeholder management

Educación

Bachelor’s degree in Computer Science, Information Technology or related field

Herramientas

Tibco

Mulesoft

Kafka

ETL

Microservices

Descripción del empleo

Overview

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

Your Impact

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.

E2E Service Management & SLAs

• 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 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

Qualifications

Education:

• Bachelor’s degree in Computer Science, Information Technology or a related field

Experience:

• Minimum 7-9 years of experience in application support or a related technical support role
• Experience leading a team of Integration Support team with technologies like Tibco,Mulesoft,Microservices,KAFKA,ETL etc.
• Deep understanding of application support methodologies and best practices
• Familiarity with a broad range of technologies, and enterprise applications.
• Understanding of Commercial and Consumer products to support Sales is a plus.
• Experience with IT service management tools and frameworks, such as ITIL
• Strong problem-solving abilities
• Good communication, interpersonal, and negotiation skills

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, moments 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.

EEO Statement

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.

Location

Application Sustain and Operations Lead Miguel Hidalgo, Mexico City, Mexico