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. PepsiCo brands can be found in just about every country on the planet, and globally we´re transforming how we make, move and sell our products. We´re in the midst of a digital transformation, defining what it means to be a CPG company in this digital age, by embracing emerging tech. We´ve created centers of excellence, designed to inspire our people. These aren´t regular work environments: they´re incubators for inventive thinking and problem-solving. They´re where our teams come together to create brand new solutions from the ground up, to solve complex global challenges and disrupt the norm. Role: Manager, IBP and Supply Chain Tech Operations. Location: Hyderabad and Gurugram PepsiCo’s Sustain & Operations team, as part of the Digital Products and Application (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 Customer Success 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. This is an Europe market lead operations manager role. Responsibilities Direct supervisor of a single team of Sustainment Engineers (SEs). Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise. Manages the transition of products from Hypercare to Production Support (Transition to Sustain). Reviews SLAs (e.g., uptime, system performance, defect resolution, nightly data pipeline completion, etc.) to confirm they align with business requirements. Handles incident response. Holds post-mortems to help SEs learn and grow. 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, IT, 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 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 Qualifications 10+ years of work experience, or 3-5 years of experience as a Sustain (Operations) Lead either in CPG industry or with a Top-Tier consulting firm Good understanding around Supply chain functions and O9 Solutions. The ideal candidate will be highly quantitative, have great judgement, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations The Sustain Lead will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives. 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. 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. Experience in leading high-performing teams Deep hands-on technical expertise, excellent verbal and written communication skills Sharp analytical abilities and proven process engineering skills Differentiating Competencies Required: 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 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. 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 is required.