Warehouse Sustain Improvement Specialist

5 days ago

Hyderabad, Telangana, India beBeeSustainability Full time ₹ 15,00,000 - ₹ 28,20,000
Job Summary:
Sustain Engineer plays a pivotal role in PepsiCo's Sustain and Operations team, serving as the primary liaison between product groups, end-users, internal teams, and vendors. This role ensures stability, performance, and continuous improvement of Warehouse related digital applications that support PepsiCo's global supply chain operations.

Responsibilities:
- Manage and mentor a team of application support analysts and partner with Operations Analyst to support Warehouse Applications
- Coordinate team activities based on priority and urgency and drive a productive way of working across functional areas.
- Provide advanced technical support for complex application issues & root cause analysis.
- Act as 1st layer of escalation to support CSMs and Operations Lead
- Escalate issues to & from external Capability & Sector Deployment teams as necessary.
- Identify opportunities for process improvements and work with the 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 of 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
- Own the Operations Incident Problem and Risk backlog and work with Product Managers to review approve prioritize and schedule ongoing improvements through planned Change Release records within ServiceNow

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 confirm completed successfully with Customer Success Manager before accepting application

Strategy 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
- Celebrating 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.

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