Operations Engineer

Overview

We Are PepsiCo

Join PepsiCo and Dare for Better! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.

Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.

Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years.

A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.

Know more: PepsiCoJobs

Join PepsiCo, dare for better.

The Opportunity

We are seeking a self- motivated, results-oriented professional to lead and provide technical guidance to sustain operations analysts and ensure the delivery of high-quality application sustain services. This role requires a blend of technical acumen, operational excellence, and leadership capabilities.

As Operations Engineer - Global Commercial & Consumer Apps your scope would consist of:

Ensure the stability and sustainability of live systems by monitoring, troubleshooting, and optimizing operations.

Responsibilities

• Incident Management: Quickly respond to and resolve system outages or performance issues.
• Root Cause Analysis: Investigate recurring problems and implement long-term fixes.
• System Monitoring: Use tools to track system health and performance metrics.
• Automation & Optimization: Improve operational efficiency through scripting and automation.
• Collaboration: Work closely with development, infrastructure, and support teams to ensure seamless operations.

• Serve as the primary business point of contact for daily sustain operations
• Understand business goals, and challenges, and provide tailored support and recommendations
• Partner with product and engineering to create and socialize plan to transition products/features/capabilities from development to sustain post-Hypercare
• Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain
• Monitor and respond to customer inquiries through various communication channels
• Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization

• Understand the features within a product and the future product roadmap
• Stay updated on the latest product trends across the industry

• Partner with operations leads and sustain teams to ensure incidents are resolved with SLA.
• Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team
• Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team
• Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly

• Communicate and collaborate with the Call center, Sector reps, Business Admins and leadership teams to provide regular updates on incidents, problems, upcoming maintenance, etc.
• Identify Product Improvement areas and work with the Product team to create the backlog item as a future product capability

• 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.

• Bachelor's degree in business, technology, communications or a related field.
• 7-9 years of experience in customer success, ITSM, preferably in the B2B e-commerce or SaaS industry.
• Strong understanding of B2B e-commerce solutions ,DTC and related technologies
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and analytical abilities
• Ability to manage multiple clients and products simultaneously.