Specialist, Technology Support

About McDonald's:

One of the world's largest employers with locations in more than 100 countries, McDonald's Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Title: Specialist – Technology Support

Reporting to: Manager - Issue Management.

Job Description:

The Learning Technology Support Team's main goal is to support one of the Global IT key pillars – Keep Systems Up and Running. The Learning 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 Learning technology platform.

The Supervisor Technology Support will:

• Maintain a wholistic understanding of all IT products the Support team assists and offshore vendor capabilities in solving any incidents
• Monitor ticket queues to escalate tickets and ensure timely resolution of restaurant incidents
• Proactively identify process improvement gaps and exemplify strong documentation skills
• Understand what constitutes an issue trend, monitor, and escalate as needed

Core Responsibilities:

• Provide guidance for full range of Learning Technology products the Support team services
• Cross-train in all Support product areas to effectively provide backup to other team members as needed
• Work with outsourced vendor support team and foster strong, positive, and cooperative relationships with those teams through effective communication
• Facilitate the timely resolution of escalated support related incidents by monitoring various ticket queues; understand the proper escalation channels and product capabilities
• Resolve support incidents as they arise while proactively identifying, analyzing, and interpreting trends or patterns in ticket data sets to offer business recommendations from the findings
• Understand what constitutes an incident trend, monitor, and escalate as needed
• Strong reporting capabilities with the ability to drive strategy with data and identify opportunities to drive product improvements. Familiarity with ServiceNow, PowerBI, Microsoft Office, Jira, and Confluence preferred
• Commitment and flexibility to an on-call support system in the case of major outages
• Accurately document support incidents and solutions per encounter for future knowledge enhancement
• Identify knowledge gaps in materials vendors utilize and taken initiatives to bridge the gaps
• Provide the best possible Owner/Operator and restaurant crew experience with Learning IT products & services by understanding restaurant needs, pain points, and goals
• Provide input and feedback to leadership to communicate issues, pain points, help effect changes, and better assist restaurants and customers

Experience Requirements and Other Optional Requirements:

• College education or 2 years of restaurant technology experience preferred
• Experience in McDonald's restaurant technology preferred
• Experience working with monitoring and incident management tools such as Service Now preferred
• Ability to multi-task and stay focused at high levels of productivity
• Clear, professional, and informative communication style
• Solutions-oriented approach
• Customer-centric mindset
• Team player with a strong work ethic
• Role is based in Hyderabad at McDonald's Capability Center