PepsiCo’s Sustain & Operations team, as part of the Tech Strategy & Enterprise Platform Sustain & Operations 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 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.
Good hands-on experience with O9 Solutions and functional aspects of Supply Chain & Planning.,
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.
Provides code reviews for SE peers. Shares best practices and knowledge of SE tools and troubleshooting techniques. Participates in a team on call rotation.
Qualifications
Technical / Domain Expertise
Deep business process knowledge in the supported domain (IBP, o9 or SAP, Transportation, Supply Chain, etc.)
ITSM and ServiceNow proficiency
Incident, Problem, Change, and Release Management experience
Monitoring, alerting, automation, and operational governance experience
Cross-system troubleshooting and root-cause analysis skills
Vendor management and stakeholder coordination experience.
Soft Skills
Strong written and verbal communication
Ability to communicate effectively with both business and technical audiences
Escalation management
Risk assessment and prioritization
Continuous improvement mindset
Leadership presence without direct people management
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