JobsUSAOperations Engineer
Company : PepsiCo
Location : Plano, TX, 75023
Posted Date : 15 September 2025
Job Details
Operations Engineer - Global Commercial & Consumer Apps
We are seeking a self-motivated, results-oriented professional to lead and provide technical guidance to sustain operations analysts and ensure the delivery of high-quality application sustain services. This role requires a blend of technical acumen, operational excellence, and leadership capabilities.
Responsibilities
- Incident Management: Quickly respond to and resolve system outages or performance issues.
- Root Cause Analysis: Investigate recurring problems and implement long-term fixes.
- System Monitoring: Use tools to track system health and performance metrics.
- Automation & Optimization: Improve operational efficiency through scripting and automation.
- Collaboration: Work closely with development, infrastructure, and support teams to ensure seamless operations.
- Customer Relationship Management & Engagement: Serve as the primary business point of contact for daily sustain operations, understand business goals, and challenges, and provide tailored support and recommendations. Partner with product and engineering to create and socialize plan to transition products/features/capabilities from development to sustain post-Hypercare. Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain. Monitor and respond to customer inquiries through various communication channels. Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization.
- Product Knowledge & Understanding: Understand the features within a product and the future product roadmap. Stay updated on the latest product trends across the industry.
- Incident Management and SLAs: Partner with operations leads and sustain teams to ensure incidents are resolved with SLA. Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team. Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team. Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly.
- Communication and Reporting: Communicate and collaborate with the Call center, Sector reps, Business Admins and leadership teams to provide regular updates on incidents, problems, upcoming maintenance, etc. Identify Product Improvement areas and work with the Product team to create the backlog item as a future product capability.
Compensation and Benefits:
- The expected compensation range for this position is between $89,000 - $149,000.
- Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
- Bonus based on performance and eligibility target payout is 10% of annual salary paid out annually.
- Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
- In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.
Qualifications
- Bachelor's degree in business, technology, communications or a related field.
- 7-9 years of experience in customer success, ITSM, preferably in the B2B e-commerce or SaaS industry.
- Strong understanding of B2B e-commerce solutions, DTC and related technologies.
- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple clients and products simultaneously.
Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.
Please view our Pay Transparency Statement
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