Global Applications Operations Lead for Sustain & Service

PepsiCo; Ciudad de México; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

PepsiCo seeks an experienced Operations Lead for Global Commercial & Consumer Apps to direct the NA & LATAM program within TS EP. You will mentor a team of application support analysts, manage escalations, and partner with external deployment teams to optimize service delivery and risk management.

The role requires strong technical skills, process improvement mindset, and effective communication with stakeholders across regions.

Formación

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 7-9 years of experience in application support or a related technical support role.
• Experience leading a team of Integration Support with technologies like Tibco,Mulesoft,Microservices,KAFKA,ETL.
• 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.

Responsabilidades

• Lead the SFA NA and LATAM program part of TS EP as Operations Lead.
• 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 drive 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.
• Plan and monitor smooth transition of applications from Hypercare to Production Support.
• 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.
• 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.
• Ensure planned service requests are executed by partner Capability teams in a timely manner.
• Drive a yearly Technology Lifecycle Management Capability Roadmap.

Educación

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

Herramientas

Tibco

Mulesoft

Microservices

KAFKA

ETL

Descripción del empleo

PepsiCo seeks an experienced Operations Lead for Global Commercial & Consumer Apps to direct the NA & LATAM program within TS EP. You will mentor a team of application support analysts, manage escalations, and partner with external deployment teams to optimize service delivery and risk management.

The role requires strong technical skills, process improvement mindset, and effective communication with stakeholders across regions.