Global Marketing Sustain & Operations Lead

Overview

PepsiCo's Product Delivery team, as part of the Digital Products and Applications (DPA) organization, delivers and sustains digital products across Strategy and Transformation's core priorities to accelerate PepsiCo's digital transformation. One the key remits of the Sustainment & Operations team within the organization is to drive adoption and operational excellence of digital products by ensuring an optimal end-user experience through timely resolution of incidents and application downtime.

Responsibilities

• Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.
• Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.
• Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.
• Act as the single point of contact for any and all sustain related items for Product & Market Leadership, building a strong working relationship.
• For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare
• Interface with Product, Service Design, Infrastructure & Operations, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.
• Own the Market Change Request backlog and work with Product Managers & Center of Excellence to review, approve, prioritize, and schedule ongoing improvements
• Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products
• Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders
• Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution
• Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals
• Execute IT Service Management (ITSM) processes and interact with ServiceNow, AppDynamics/Datadog/ELK Stack or other AIOps toolsets

• The expected compensation range for this position is between $118,700 - $198,800.
• 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 15% 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

• 8+ years of work experience, or 3-5 years of experience as a Sustain Lead / Infrastructure Operations Manager, either in CPG industry or with a Top-Tier consulting firm
• The ideal candidate will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations, thinking independently and using network of relationships to be faster, stronger & better
• The candidate will take a pragmatic approach monitoring the response and resolution of software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives and effectively reduce risks and future incidents from occurring using automation, machine learning and process mining of existing information.
• Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner in informal and formal presentations using software or presentation-type tools.
• A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience and shifting-left methodologies.
• Experience in leading high-performing teams and utilizing thought leadership in your decision making and strategic planning
• Deep hands-on technical expertise, excellent verbal and written communication skills
• Sharp analytical abilities and proven process engineering skills
• Experience in using, managing and supporting legacy, SaaS and 3rd Party Marketing Applications