Global Supply Chain Sustain Engineer

Overview

The Sustain Engineer within Pepsi Co’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 Pepsi Co’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

• 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.

• 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 escalation 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 Service Now

• 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

• 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

• 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…