Job Description

Company Description: McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway. McDonald’s Global Technology is here to power tomorrow’s feel-good moments. That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced. Check out the McDonald’s  Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy. Department Overview The US Market Restaurant Technology Support Team’s main goal is to support one of the Global IT key pillars – Keep Systems Up and Running. The Team provides support to our restaurants; aiming to identify enhancements needed to achieve the goal of delivering a greater technology performance and less reliance on help desk support. Support serves as the link between technology products and restaurants and is focused on continuous improvement of all elements of the US technology platform.The Issue Management Sr. Manager will: * Lead and manage 6 team members, mentoring, training, and building strong relationships with the team members * Be responsible for all products supported and supervise incident critical issues, ensuring offshore support teams as well as vendors are resolving restaurant incidents and meeting SLAs * Lead major incident management (MIM) calls as outage incidents arise including after-hours, weekends, and holidays. Act as lead communicator relaying key information to Support and Technology stakeholders and create communications for the Field. * Escalation resource for key customers including cross-functional teams within US Tech, US Operations, Field (FIDs, OTMs, OTPs), Operations, Product Development Teams, Deployment Services, Owner/Operators, and Suppliers Core Responsibilities: * Provide full support and guidance for problems and questions of a core product group; serves as domain expert for these products while representing the Support team as updates and new deployments are initiated

• Cross-train in all Support product areas to effectively provide backup to other team members as needed
• Serve as lead product point of contact for the outsourced support team and develop positive and harmonious relationships with those teams
• Facilitate the resolution of support related incidents from the field, Home Office, Operators, and Help Desk Vendors
• Analyze and supervise data and metrics around ticket incidents, time to resolution, and escalation frequency
• Identify incident trends and escalate to the Product teams for root cause resolution in order to minimize future need for help desk support
• Serve as the point of contact for Support during a Major Incident Management (MIM) and lead process and involved parties to fast resolution
• Provide critical information to key stakeholders during system outages or other high-priority incidents whenever required, even during off-peak/holiday hours
• Train and mentor direct reports and cultivate an environment where they can excel through support and empowerment
• Provide regular informal feedback, as well as formal feedback for performance reviews, and coaching for positions under this role’s supervision
• Inspire team to deliver high-quality service by understanding restaurant needs, struggles, and goals
• Cultivate strong relationships and collaboration through effective communication between teams within US Technology, Global Technology, and vendors
• Identify knowledge gaps in materials vendors use
• Work in coordination with the field offices (FIDs and OTMs) for VIP intensified support incidents
• Deliver the best possible Owner/Operator and restaurant crew experience with US Tech products & services
• Provide status updates on incidents to management and key customersQualifications
• 5+ years of related experience
• Experience in McDonald’s restaurant technology preferred
• Strong knowledge of McDonald’s POS, BOS, and other systems
• Experience working with incident monitoring and management tools such as ServiceNow preferred
• Clear, professional, and insightful communication style
• Solutions-oriented approach
• Customer-centric attitude
• Diligent, well organized, analytical and with independent reasoning and problem-solving skills
• Great teammate with a strong work ethic
• Available during outages or incidents, as needed, even during off peak/holiday hours
• Occasional travel requiredCompensation
• Bonus Eligible: Yes
• Long - Term Incentive: Yes
• Benefits Eligible: YesSalary Range

The expected salary range for this role is $129,800.00 - $165,490.00 per year The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we may also consider your experience, and other job-related factors.

• CompetenciesExecution ProficiencyBackground & ValuesStrategic ProficiencyBuilding BlocksTalent Proficiency
• b>Additional Information:

Benefits eligible: This position offers health and welfare benefits, a 401(k) plan, adoption assistance program, educational assistance program, flexible ways of working, and time off policies (including sick leave, parental leave, and vacation/PTO). Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Bonus eligible: This position is eligible for a bonus, calculated based on individual and company performance. Long term Incentive eligible: This position is eligible for stock or other equity grants pursuant to McDonald’s long-term incentive plan. McDonald’s is an equal opportunity employer committed to the diversity of our workforce. We promote an inclusive work environment that creates feel-good moments for everyone. McDonald’s provides reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job. If you need assistance accessing or reading this job posting or otherwise feel you need an accommodation during the application or hiring process, please contact mcdhrbenefits@us.mcd.com. Reasonable accommodations will be determined on a case-by-case basis. McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Nothing in this job posting or description should be construed as an offer or guarantee of employment.

Job Tags

Full time, Local area, Home office, Flexible hours, Shift work,

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