Inspire
Lead Technology Operations Analyst-Sonic
Atlanta Support Center
Sponsorship not specifiedDetected 30 days ago
PythonPowerShelliOSAndroidLinuxProcess ImprovementCustomer SupportLeadershipCommunicationTime ManagementMicrosoft Office
About the role
- This role focuses on delivering high ‑ quality operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows.
- We're made up of some of the world's most iconic restaurant brands, but we're much more than just a restaurant company.
Responsibilities
- Effectively design, continuously improve, coordinate and complete all tasks necessary for successful execution, ensuring all assigned work is delivered on time using runbooks, automations, artificial intelligence, and established processes.
- Effectively communicate with stakeholders as a subject matter expert, to prevent errors, ensure success, and manage expectations.
- including partnership to drive business needs forward.
- Manage vendor performance and build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship.
- I nfluenc e, and/ or own, as appropriate the vendor's roadmap, participation in commercial negotiations, coordinat e commercial engagements and e nsur e vendors meet contractual, operational, and service‑level commitments.
- Maintain high quality in accordance with company standards and best practices and proactively identify and suggest areas for improvement.
- Perform basic and advanced triage on reported defects to validate issues, identify configuration errors, and gather necessary and/or analyze necessary logs for a resolution. Includes partnership with help desk teams for ongoing support.
- Develop and execute processes that e nsure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts.
- Be able to create, write, debug and update scripts in a variety of languages, including, but not limited to PowerShell, Python and other brand -based languages.
- Demonstrate strong, hands-on, understanding of restaurant technology including, networking, POS, BOS, System Integrations, Drive Thru, Audio/Visual, Payments etc.
Requirements
- The role requires strong communication skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions.
- Seven to ten years of progressive, relevant IT experience such as system configuration and implementation experience
- Expert knowledge of relevant applications and technical platforms.
- Expert experience with Microsoft Operating Systems and associated software such as Microsoft Office
- Proficient knowledge of at least one other operating system such as iOS, Android, Linux etc.
- Have an ownership mindset where you are actively supporting, influencing, driving, and /or designing the future of your area of focus.
- Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization.
- Strongly Desired: Bachelor's Degree
- Must be empathetic and continually solving problems through the eyes of the user
Skills
- Excellent customer service skills. Must be empathetic and continually solving problems through the eyes of the user
- Proven track record of providing effective team leadership
- Extremely well organized (including good project and time management skills) and high attention to detail
- Strong partnering skills and a service leadership mindset are required
- Proven track record of team member development outside of formal channels
Company info
- Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role
- Manage & execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers' real-time visibility of service status.
- Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward.
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This listing is sourced directly from Inspire's careers page and normalized into a canonical job model.