Sustain Engineer

Overview

The Sustain Engineer within PepsiCo's Sustain and Operations team, part of the S&T Digital Product and Application organization, will serve as the primary liaison between product groups, end-users, internal teams, and vendors primarily for the Supply Chain & Enabling Function applications. This role is critical in ensuring operational excellence, driving proactive risk management, and improving automation and issue resolution to sustain PepsiCo's digital products. The position focuses on supporting and optimizing the Global Supply Chain Applications.

Responsibilities

Given the complexities of the digital landscape and the priority placed on it by the business, this role will require a high degree of expertise navigating and triaging solutions that deliver on user needs and drive the business forward, all while driving stability and reducing unplanned downtimes and managing to Service Level Agreements. The ideal candidate will combine customer service skills and experience, focusing on supporting and optimizing the Supply Chain Applications to ensure minimal downtime, and strong alignment with business objectives while supporting and improving the overall operations of the digital products.

• Although there are no formal direct reports, this role will manage across the Supply Chain development team in conjunction with the delivery management team

People Management:

• Manage and Mentor a team of application support analysts and partner with Operations Analyst
• Coordinate team activities based on priority and urgency and drive a productive way 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 Operations Lead
• Escalate issues to & from external Capability & Sector Deployment teams, as necessary
• Identify opportunities for process improvements and work with the 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 of 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)
• Own the Operations Incident, Problem and Risk backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements through planned Change & Release records within ServiceNow

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 confirm completed successfully with Customer Success Manager before accepting application

Strategy & 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
• Celebrating 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

Compensation and Benefits:

• The expected compensation range for this position is between $89,000 - $149,000
• Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process
• Bonus based on performance and eligibility target payout is 10% of annual salary paid out annually
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan

Qualifications

• 5+ years of operations support and incident management with experience creating ITSM metric reports & service improvement plans, working with cross-functional teams in a highly matrixed environment, or relevant experience in a technological function
• Leadership and /or influencing experience is a big plus
• Familiarity with Supply Chain Workflows to understand Business impacts when unplanned outages or critical issues arise
• Experience in planning and executing product transitions to sustain methodologies and driving standard processes across the organization
• Strong knowledge and experience in agile methodologies, experience working with multiple scrum teams on simultaneous builds
• Strong experience driving and iterating products and highly technically integrated environments
• Bachelor's Degree

Technical Expertise Required:

• Experience in configuring workflows, automation, and platform customizations.
• Ability to diagnose and resolve configuration issues across different Supply Chain applications and provide, delegate and carry forth tasks to drive solutions
• Service Now ITSM Incident Management & Reporting

Experience:

• Excellent communication skills, both verbal and written, along with the ability to influence and demonstrate confidence in communications with senior level management
• Positive and flexible attitude to enable adjusting to different needs in an ever-changing environment
• Strong leadership, organizational and interpersonal skills; comfortable managing trade-offs
• Proactively drives impact and engagement while bringing others along
• Ability to lead others without direct authority
• Experience working with ADO & ServiceNow

Differentiating Competencies :

• Forward Thinking: Suggests and justifies product improvements based on user and system generated incidents, alerts and monitoring data
• Incident Management: Ability to articulate incidents with urgency that suggests an alternate approach is required when a developed feature has a defect or bug. Able to translate business impact into a set of problems requiring root cause analysis and long-term resolution
• Driving for Results: Demonstrates perseverance and resilience in the pursuit of goals. Confronts and works to resolve tough issues. Exhibits a "can-do" attitude and a willingness to take on significant challenges
• Decision Making: Quickly analyses complex problems to find actionable, pragmatic solutions. Sees connections in data, events, trends, etc. Consistently works against the right priorities. Uses data and insights to drive decisions, evaluate performance, and identify areas for operational improvement.
• Collaborating: Collaborates well with others to deliver results. Keeps others informed so there are no unnecessary surprises. Effectively listens to and understands what other people are saying.
• Communicating and Influencing: Ability to build convincing, persuasive, and logical storyboards. Strong executive presence. Able to communicate effectively and succinctly, both verbally and on paper. Ability to translate complex technical issues into clear, actionable insights for both technical and non-technical stakeholders
• Motivating and Inspiring Others: Demonstrates a sense of passion, enjoyment, and pride about their work. Demonstrates a positive attitude in the workplace. Embraces and adapts well to change. Creates a work environment that makes work rewarding and enjoyable.
• Technical Knowledge and Skills:
  • Strong ServiceNow, AppDynamics or other AIOps toolsets skillsets.
  • Incident Management & Reporting, Power BI knowledge a Plus

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Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.

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