Incident Commander-Technical Product 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.  

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

We are seeking a skilled Incident Commander-Technical Product Manager, Reliability and Incident Response with experience in modern DevOps standard methodologies, continuous deployment, and AI Ops platform use to join our major incidents team. The Manager, Reliability and Incident Response will be responsible for coordinating and owning the response to major incidents that impact our ecommerce platform. The successful candidate will ensure timely restoration of service, minimize the impact on customers, and prevent future incidents through AI Ops correlation improvements and advancement of service restoration tools.

Key Responsibilities:

• Own the response to major incidents impacting our ecommerce platform
• Coordinate with technical teams across DevOps, AI Ops, distributed computing, and other areas to prevent future incidents through AI Ops correlation improvements and advancement of service restoration tools
• Lead communication with collaborators, including customers, business partners, and senior management, to provide periodic updates and lead expectations
• Develop and implement processes for incident management, including issue procedures, activation of service restoration processes and tools, validation of AI Ops correlation models
• Continuously review and improve incident management processes to ensure efficiency and effectiveness
• Collaborate with technical teams to identify areas for improvement and implement changes to prevent future incidents
• Conduct incident trend analysis to identify recurring issues and proactively address them
• Lead vendor relationships related to incident management tools and services
• Provide mentorship and support to incident management team members and other technical staff

Benefits eligible: Yes
Bonus eligible: Yes
Long term incentive eligible: Yes
The expected salary range for this role is $129,800 – $165,490 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

• Bachelor's degree in Computer Science, Information Systems, or related field
• Proven success supporting reliability and uptime for cloud-based, distributed platforms
• 4+ years of experience in incident management or related technical fields
• Strong knowledge of DevOps, AI Ops, distributed computing, and ecommerce platforms
• Experience with incident management tools, such as ServiceNow, PagerDuty, and VictorOps
• Excellent communication and teamwork skills, with the ability to lead stakeholders at all levels of the organization
• Strong problem-solving and analytical skills, with the ability to lead teams in resolving sophisticated technical issues
• Shown ability to handle incidents and post-mortems and lead process improvement initiatives
• Experience in agile methodologies is helpful

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, pare