Overview We are PepsiCo PepsiCo is one of the world's leading food and beverage companies with more than $79 Billion in Net Revenue and a global portfolio of diverse and beloved brands. We have a complementary food and beverage portfolio that includes 22 brands that each generate more than $1 Billion in annual retail sales. PepsiCo's products are sold in more than 200 countries and territories around the world. PepsiCo's strength is its people. We are over 250,000 game changers, mountain movers and history makers, located around the world, and united by a shared set of values and goals. We believe that acting ethically and responsibly is not only the right thing to do, but also the right thing to do for our business. At PepsiCo, we aim to deliver top-tier financial performance over the long term by integrating sustainability into our business strategy, leaving a positive imprint on society and the environment. We call this Winning with Purpose. For more information on PepsiCo and the opportunities it holds, visit www.pepsico.com. Digital Products and Services at PepsiCo The Digital Evolution is critical to driving PepsiCo’s ambitions around being FASTER, STRONGER, and BETTER. The Digital Products & Services team designs, builds, and stands up digital solutions across the value chain, that are embedded into business processes to optimize efficiency, reduce costs, and maintain high ROI. Guided by PEPSICO’s global priorities, the Digital Products & Services team create user-centric digital products that can be scaled globally by leveraging the leading technologies, advanced analytics algorithms and latest user research. Application Sustain & Operation-Associate Director, Global Commercial & Consumer Apps We are looking for a self-motivated, results-driven professional to lead and provide technical guidance to our sustain operations analysts. This role is crucial to ensure the delivery of high-quality application sustain services for our global commercial and consumer applications. It requires a blend of technical expertise, operational experience, and strong leadership skills. Responsibilities People Leadership: Reports directly to the Director of Global Consumer & Commercial apps Manage and Mentor a team of application support analysts Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area. 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 work with 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 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) 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 confirmed completed successfully with Customer Success Manager before accepting application Strategy and 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 Celebrate 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 Utilize PEPOps Dashboard to assist in standardizing functional reporting Celebrate success with SMILES awards or providing positive feedback to vendors & peers Qualifications Bachelor’s degree in Computer Science, Information Technology or a related field Fluent in English Minimum 15 years of experience in application support or a related technical support role Experience leading a team 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