Job Description

Company Description:

McDonald’s new 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.

Leading this revolution is McDonald’s Global Technology organization made up of intrapreneurs who get to build really cool tech with scary smart people using the latest innovations like AI, IOT, and edge computing. We do this working along diverse, global teams who are always hungry for a challenge. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

Job Description:

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works! We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management that serve both our corporate offices globally and our more than 40,000 restaurants across 100+ countries. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

Reporting to the GTIO Sr. Director and working closely with the entire technology leadership team, the GTIO Director, Applied Resiliency will lead our Major Incident Response, Forensics, Resiliency, and Observability teams who own leading incident investigation, recovery, causal analysis, and problem management. This leader will be a player-coach, taking ownership of our most critical incidents and mentoring and growing the teams to support strategic objectives. Anticipate and lead the strategic and tactical needs for the Global Technology Infrastructure and Operations, SMO organization while supervising the translation of business needs into effective IT processes and technical solutions.

This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonald’s environment.

Accountabilities & Responsibilities:

  • Lead the Forensics team, including incident and problem management functions, investigating product failures. Employ a disciplined, root cause analysis approach to determine the cause of business disruption, manage the implementation of measures to prevent recurrence, and provide relevant reporting to senior leadership in Global Technology
  • Ensure the right AIOps monitoring, observability, and event correlation platforms are implemented and effective in detecting, responding and resolving incidents.
  • Supervise the incident management process, develop strategies, and lead a team responsible for resolving incidents globally
  • Bridge communication between technical and non-technical partners during incidents, ensuring all parties remain informed
  • Drive coordination of action plans, system restoration efforts, and root cause analysis for major incidents
  • Collaborate with multi-functional teams and external service providers to ensure timely resolution and impact reduction
  • Ensure thorough post-incident reviews identify areas for improvement and prevent future incidents
  • Collaborate with development, market, cyber security, legal, vendor management and other teams required for incident resolution and problem management
  • Work cross-functionally across the enterprise to drive continuous improvement
  • Produce recommendations for added trainings, action items and key take aways for GTIO organization at large. Lead efforts to change how McDonald’s thinks about a collection of incidents, IT problem management, and how we best analyze that data
  • Reviews appropriateness of technologies used for system components and recommends modifications and/or upgrades when necessary to keep systems operating according to defined service level agreements and operating level agreements
  • Assists with the audit and management of GTIO global platforms identifying gaps and needs in corporate teams, segments, markets and restaurants
  • Communicates changes in technology and services from the IT department to the appropriate channels and personnel
  • Implements short-term strategy for function and contributes to driving longer-term strategy for function
  • Contributes to the performance of a team by overseeing work of other managers. Identifies and solves sophisticated problems potentially impacting the broader function; creates methods to address current and future customer needs
  • Accountable for managing projects with moderate risk. Manages budget and directs activities of the project’s teams
Qualifications:
  • Strong analytical skills to critically evaluate information gathered from various sources
  • Ability to manage stakeholder expectations and resolve conflict
  • Ability to validate data obtained via other techniques and expose new areas for elicitation
  • Exceptional relationship management skills and the ability to build and grow connections with people of all types and backgrounds from all over the world
  • Exceptional verbal and written communication skills including the ability to influence multiple parties towards common goals
  • Highly collaborative along with independent critical thinking and creative problem-solving skills
  • Highly organized and diligent, with the ability to keep many engagements active at once
  • Comfortable with ambiguity and ability to navigate uncertainty
  • Naturally elevates others and creates a culture of belonging through engaging successful teams

Preferred Qualifications

  • 10+ years of technology capability deployment experience across multiple IT practices that may include infrastructure leadership, service management leadership, technology operations, cloud, networking, engineering, data management, security, end user computing, and business relationship management
  • Experience with implementing ITIL, Incident Command, and knowledge services
  • Experience in incident and change management response
  • Familiar with ITSM standard processes and associated tools, ServiceNow preferred
  • Experience with monitoring and observability tools,New Relic, DataDog, Moogsoft, prefered
  • Have worked in Agile environments. Familiar with documentation process and tools, JIRA and Confluence preferred
  • Familiar with DevOps pipelines and Continuous Deployment environemnts
  • Experience in data visualization and dashboard creation, PowerBI, Tableau. Grafana preferred
  • Solid experience in overall Infrastructure and Operations including (Network, Cloud, End User Compute, Service Management, Engineering)
  • Strong experience in process improvement, with an emphasis on analytics and process management (prior experience with Lean, and Six Sigma tools preferred)
  • Ability to generate compelling cases and translate to action
  • Bachelor's degree Computer Science/Engineering/Technology
  • Prior global people management experience
  • Experience producing management dashboards and scorecards using tools like SmartSheets, PowerBI or similar
Additional Information:

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com

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.

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