Manager - Operations Excellence (Cloud Service Manager)

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.  

We’re recruiting engineers to join our Global Technology team in Mexico City as we open our McDonald’s Capability Center (MCC). Our Mexico City MCC will be a hub for technology innovation and operational support to help us build the solutions that will improve our customer, crew and employee experience each and every day. 

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. 

Job Description:

This role will be a part of Operations Excellence and will report to Senior Manager - Operations Excellence.

This is a position for a resource having extensive experience in OCI Infrastructure to lead and manage our Oracle Cloud Infrastructure team. The successful candidate will be responsible for overseeing the design, implementation, and maintenance of our cloud infrastructure, ensuring that it is secure, scalable, and efficient. This role requires a deep understanding of OCI services and a strong background in cloud infrastructure management. The role is expected to interface with technology teams and their leadership. Individual is expected to manage any and all activities across all technology teams or products thereby serving as the technical "go-to" person.

Responsibilities & Accountabilities:

The role expects the resource to perform the following functions:

• Lead the Center of Excellence (COE) and manage the support team, whether internal, external, or a hybrid model.
• Ensure compliance with audit, security, upgrades, and other necessary requirements for supported technologies.
• Regularly track, review, and report on ticket progress, ensuring alignment with CPIs and critical metrics.
• Oversee the timely completion of Root Cause Analysis (RCA) and follow up on Estimated Time of Arrival (ETA) for action items to ensure permanent resolution is achieved on schedule.
• Review and approve or deny change requests related to cloud management service modifications(MACM - McDonalds change management).
• Define roles and privileges for Oracle applications across various PODs based on Segregation of Duties (SOD) principles.
• Coordinate, evaluate, and implement new cloud computing technologies, such as auto scaling and Continuous Integration/Continuous Deployment (CI/CD).
• Cultivate a trusted partnership with technology partners, becoming the "go-to" collaborator.
• Develop strong relationships with Service Delivery Managers and Product Managers to effectively drive business outcomes.
• Possess the knowledge and ability to interpret, educate, and enforce adherence to SDLC and ITIL processes

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology.
• General Project Management skills
• Minimum of 5-7 years of experience in cloud infrastructure management, with at least 3 years focused on Oracle Cloud Infrastructure (OCI).
• Excellent communication and presentation skills

Preferred Qualifications

• Experience with hybrid cloud environments and integrating OCI with other cloud platforms (AWS, Azure, GCP, SAP).
• Knowledge of DevOps practices and tools such as CI/CD pipelines.
• Deep understanding of OCI services, including Compute, Storage, Networking, and Database services.
• Strong knowledge of cloud security practices, network design, and infrastructure as code (IaC) tools like Terraform.
• OCI certification (Professional or Architect level) is preferred.
• Experience in managing large-scale, mission-critical cloud environments