PepsiCos Sustain & Operations team, as part of the Digital Products and Application (DPA) organization, delivers and sustains digital products across Strategy and Transformations core priorities to accelerate PepsiCos 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 Senior Sustain analyst/engineer role. Responsibilities Handles a variety of technical procedures, new and established. Performs initial diagnosis, triage, and where possible fixes issues themselves. Works with product owners to confirm product runbooks, monitoring/KPI dashboards, SLAs, and customer notifications procedures are correct. Handles advanced troubleshooting, typically via escalation from SEs/ SREs. Resolves the root causes of problems, where possible. Expands existing product functionality and related automation/ tooling/dashboards. Solutions are logical and maintainable. Improves logging and monitoring for quick and accurate error detection. Takes the time to understand how customers interact with systems to accurately reflect their experience in monitoring. May focus on product resource usage and/or how dependencies are tested and managed. If needed, creates automation to detect compliance requirements. Adds comments and/or refactors existing product code to improve readability, modularity, and generally make it easier for others to contribute to and maintain. Provides code reviews for SE peers. Shares best practices and knowledge of SE tools and troubleshooting techniques. Participates in a team on call rotation. Technical leader (org level). Advises on the best approach for segmenting and orienting SE work to yield the greatest business value. Creates AMS governance strategies based on service contract terms. Works closely with providers to ensure application stability and resiliency. Accountable for the quality of managed service providers and their adherence to contract SLAs. Analyzes application usage and incident rates. Recommends where contracts and/or incentive structures can be revised to reduce cost (due to low usage, low/no incidents). Proactively provides the right amount of information to leadership descriptions are concise, timelines have estimates, clarify who owns work, call out risks/blockers with a path to green, etc. Collaborates to achieve an appropriately unified set of SE procedures. Qualifications 8+ Years of experience as Operations Engineer working for Supply Chain/IBP areas. Must have good hands-on experience in O9 platform or IBP platforms. Can analyze a problem statement using relevant data. Able to research techniques or solutions and propose a viable approach. Expertise in one or more software languages and design patterns. Understands how to refactor code to make it more modular, scalable, easier to support. Knows how to break features down into components to be developed in parallel by other engineers. Has ways to get more efficiency out of compute resources (without adversely impacting customers). Able to constructively coach engineers -- via code reviews, design reviews, etc. Able to craft technical interview questions and independently evaluate candidate 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, O9, Supply chain concepts, FMCG background is preferred.
