Job Description

The US Market Technology Support Team’s main goal is to support one of the Global IT key pillars – Keep Systems Up and Running. The US Market Support 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 US Restaurant Product Response Manager will:

• Oversee core product group incident escalation and trend identification, ensuring offshore support team resolves restaurant incidents
• Analyze and monitor data and metrics to identify incident trends and escalate to the Support Solutions Team for root cause resolution
• Participate in Major Incident Management (MIM) as incidents arise, relaying key information to Support and Technology stakeholders
• Key customers include cross-functional teams within US IT, 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; serves as subject matter 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 foster positive and cooperative relationships with those teams

• Facilitate the resolution of support related incidents from the field, Home Office, and Operators and the Help Desk Vendors

• Analyze and monitor data and metrics around ticket incidents, time to resolution, and escalation frequency

• Identify incident trends and escalate 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 stakeholders during system outages or other high-priority incidents whenever required, even during off-peak/holiday hours

• Maintain involvement in product enhancement and new deployments with the product teams within core assigned group, gathering key information and being the voice and advocate for the Support team

• Build strong relationships and collaboration through effective communication between teams within US Technology, Global Technology, and vendors

• Identify knowledge gaps in materials vendors utilize

• Provide the best possible Owner/Operator and restaurant crew experience with US IT products & services by understanding restaurant needs, pain points, and goals

• Provide status updates on incidents to management and key stakeholders

Benefits eligible : Yes
Bonus eligible : Yes
Long term incentive eligible : Yes
The expected salary range for this role is $98,140 – $125,130 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.

Qualifications

• College Degree or 5 years of restaurant technology experience preferred
• Experience in McDonald’s restaurant technology preferred - knowledge of McDonald’s POS, BOS, and other systems
• Experience working with monitoring and incident management tools such as Service Now preferred
• Available during outages or incidents, as needed, even during off peak/holiday hours
• Clear, professional, and informative communication style
• Solutions-oriented approach
• Customer-centric mindset
• Detail-oriented, well organized, analytical and with independent reasoning and problem-solving skills
• Team player with a strong work ethic
• Minimal travel required
• Role is Chicago-based, working primarily on-site at McDonalds Headquarters

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.