Job Description

Company Description:

McDonald's evolving Accelerating the Arches growth strategy puts our customers and people first and demonstrates our competitive advantages to strengthen our brand. We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)

Our growth pillars emphasize the critical role technology plays as the best-in-class, global omni-channel restaurant brand. Technology enables the organization through digital technologies, and improving the customer, crew and employee experience each and every day!

Global Technology forging the way

Leading the digitization of our business is the Technology organization made up of innovation specialists who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of groundbreaking opportunities for the business. We take on technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge! This provides access to compelling career paths for technologists. 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:

The US Technology Support Team aims to minimize disruption to restaurant operations and proactively provide support with speed, clarity, and convenience. Swiftly identify root causes and pinpoint vital improvements to enhance technology performance, reducing reliance on help desk support.

The US Restaurant Technology Product Response Manager will:

  • Supervise the critical issue of incidents within the core product group, coordinating resolutions with extended support teams
  • Analyze and supervise data and metrics to pinpoint incident trends, collaborating with product teams to resolve root causes effectively
  • Participate in Major Incident Management (MIM) as incidents arise, relaying key information to Support and Technology collaborators
  • Key customers include multi-functional teams within US Technology, Field Offices, 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; serve as authority for these products while representing the Support team as updates and new deployments are initiated
  • Collaborate with multi-functional teams to advance and resolve sophisticated issues promptly
  • Proactively identify trends and potential areas for improvement to enhance customer satisfaction
  • Cross-train in all Support product areas to effectively provide backup to other team members as needed
  • Serve as lead product point of contact and champion positive and collaborative unions teams
  • Facilitate the resolution of support related incidents from the field, Home Office, and Operators and the Help Desk Vendors
  • Analyze and supervise data and metrics around ticket incidents, time to resolution, issue frequency, and field technology partner incident resolution
  • Identify incident trends and advance to the Support Solutions team 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 partners during system outages or other high-priority incidents whenever required, even during non-standard business hours
  • Maintain involvement in product enhancement and new deployments with the product teams within core assigned group, collecting key information and being the voice and advocate for the Support team
  • Build strong relationships and teamwork through effective communication between teams within US Technology, Global Technology and vendors
  • Identify knowledge gaps in materials vendors apply
  • Deliver the best possible Owner/Operator and restaurant crew experience with US Technology products & services by understanding restaurant needs, difficulties, and goals
  • Provide status updates on incidents to management and key collaborators
  • Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
  • 5+ years of technical proficiency with an understanding of how products interact to facilitate support resolution efficiently
  • Excellent problem-solving skills and the ability to think analytically in a fast-paced environment
  • Strong communication skills, both verbal and written, with a customer-centric approach
  • Familiarity with monitoring and incident management tools such as New Relic, DataDog, ServiceNow, JIRA, and Confluence
  • Knowledge of retail and digital systems preferred
  • Available to assist outside of regular business hours, including holidays, and occasional travel, as needed
Additional Information:

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 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.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Apply Online