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GTIO Sr Manager, Awareness and Integration

Chicago, IL

Job Description

Company Description

McDonald's new 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.

Leading this tech revolution is McDonald's Global Technology organization made up of intrapreneurs who get to build really cool tech with scary smart people using the latest innovations like AI, IOT, and edge computing. We do this working along diverse, global teams who are always hungry for a challenge. It's bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

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Job Description

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald's works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It's our goal to always provide an engaging, relevant, and simple experience for our customers.

The Service Management Office (SMO) Awareness and Integration Senior Manager is responsible for enabling advised business decisions using data and data visualization. The successful candidate in this role will lead the team to implement a holistic observability strategy through a variety of data sources including monitoring tools, native cloud platform monitoring, CMDB, application reporting and other sources of trusted data to aggregate information and visualize information, helping drive incident and root cause investigations and operational improvement meetings.

This is an exciting opportunity for an experienced technology leader to help shape the transformation of infrastructure and operations products and services to the entire McDonalds environment.

Responsibilities & Accountabilities:

  • Design the strategy for holistic observability using a range of data visualization, sources, and integrations
  • Develops the views necessary to provide data-driven prioritization of improvements that are key to reliability and resiliency
  • Identifies new opportunities to leverage data, events, tools, and integrations to gain deeper insights into customer and store impacting operations
  • Partners with other teams to provide observations for use in post-mortem forensics, training, and other preventative measures
  • Drives the functional design of the business requirements in a manner well understood by the developers and provide acceptance criteria.
  • Collaborates with other product teams, technical architects, developers, and tech leads to understand the technology roadmap for modernization.
  • Builds and maintains strong working relationships with multiple diverse stakeholders across the company.
  • Understands customer issues, converting them into problem statements and provides out of box solutions thru design thinking.


  • Must be fully vaccinated (i.e., at least 2 weeks after last dose) for COVID-19 and, if hired, present proof of vaccination by start date.
  • Passion for online and mobile technology, and knowledge of industry structure, trends and influential companies.
  • Excellent written and verbal communication skills: able to present facts, thoughts, and ideas in a clear, concise, and manner to senior stakeholders.
  • Demonstrated capabilities working in Jira and Confluence.
  • Knowledgeable about software development / programming due to the technical nature of the role.
  • Native Amazon Web Services (AWS) and Microsoft Azure native monitoring as a platform
  • Has data visualization experience to tell effective stories utilizing data
  • ITIL Specialist Certification(s)
  • Knowledge of ServiceNow platform

Preferred Qualifications

  • Has some experience in change and design initiatives, covering areas such as operations, IT, and product development.
  • Experience in writing SQL or NoSQL queries and/or designing reports with either relational data or big data.
  • Experience in user centric designs to drive the right customer journey outcomes.
  • Broad knowledge ITSM and related tools (Pager Duty, xMatters, Cherwell, BMC Helix and similar)
  • AWS Solution Architect Level certified (Architect, Developer, SysOps Administrator)
  • Azure associate level certification


  • 5+ years of product execution / technical business analyst experience with a Bachelor's degree or 3+ years relevant experience and a Master's degree.
  • Experience defining user experience needs, writing epics, stories, and acceptance criteria in any automation scripting language such as Gherkin etc.
  • Experience with monitoring tools (New Relic, Solar Winds, Dynatrace and similar)
  • Demonstrated experience with data visualization tools (PowerBI, Tableau, Infogram and similar)
  • Direct experience working in an Agile team.
  • Demonstrated experience in conducting user research.

Additional Information

McDonald's is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact

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.

Client-provided location(s): Chicago, IL, USA
Job ID: McDonalds-406000116835525
Employment Type: Other