The Opportunity PepsiCo’s Product Delivery team, as part of the Digital Products and Services (DPS) 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. Your Impact As IBP Customer Success Manager your scope would consist of: Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise. 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 Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets.