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Site Reliability Officer

London, United Kingdom

Job Description

Company Description

McDonald's is the largest family restaurant in the world, serving approximately 69 million customers across 36,000 restaurants a day: in more than 100 countries. The UK & Ireland market is one of the most successful entities across the wider business, serving on average 4 million people a day. It has operated in UK since 1974 and the business is growing continuously with more than 1,400 restaurants and over 154,000 employees.

McDonald's UK & Ireland has a proven track record of investing in the development of its employees and offering flexibility as part of its dedication to being a modern and progressive company. Every year, it invests over £40 million in developing people, giving every one of its employees the opportunity to take part in structured training.

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McDonald's buys ingredients from over 17,500 British and Irish farmers and spends over £1.1billion annually on its food and packaging requirements. McDonald's is committed to supporting British and Irish farmers to ensure it can continue to source many of its ingredients from the UK and Ireland.

McDonald's is a market leader in its field, striving for the highest standard of quality, speed and restaurant experience. Re-generation of our restaurant infrastructure, covering digital ordering, re-imaging and dual-point service make working at McDonald's more exciting than ever!

We are dedicated to using our scale for good: good for people, our industry and the planet. From bold recycling initiatives and sustainable sourcing efforts to our partnership with Ronald McDonald House Charities, we see every day as a chance to have a genuine impact on our customers, our people and our partners.

We're a people business just as much as we are a restaurant business. We strive to be the most inclusive brand in the world by building diverse teams who create delicious, feel-good moments that are easy for everyone to enjoy. Joining McDonald's means thinking big every day and preparing for a career that can have impact around the world.

Company Vision and Culture...

Our Global vision is to build a better McDonald's and, in the UK, and Ireland we are working hard to be the UK & Irelands best-loved restaurant company.

McDonald's is defined by its culture. Our culture shapes and informs everything we think and everything we do. Our culture influences the way we interact with each other, and how we interact with customers, franchisees and suppliers. Our culture motivates and inspires us to attract and retain great talent, creating positive, energising, exceptional working environment for us all.

Our values drive our culture and shape our beliefs, our priorities and our actions. They influence the decisions we make, how we treat one another and how we show up as a brand to the world.

Serve: We put our customers and our people first

Inclusion: We open our doors to everyone

Integrity: We do the right thing

Community: We are good neighbours

Family: We get better together

Job Description

The Opportunity
An exciting opportunity to work as part of the Service Operations Team, the Site Reliability Officer will be responsible for improving the value of IT to the business by reducing the occurrence of systematic issues within our services. These improvements could be technical, procedural or behavioural and will require working across multiple partners and functions to achieve these goals.

What will my accountabilities be?

  • Accountable for populating the Configuration Management Database and associated process (tool administration will be owned within Asset and Configuration Management)
  • Driving Continual Service Improvement (CSI)
  • Work with stakeholders such as product owners to define service level objectives (SLOs) for system operations. Track performance against SLOs in partnership with monitoring teams or other stakeholders, and ensure systems continue to meet SLOs over time.
  • Use automation to reduce the probability and/or impact of problem recurrence (AIOps)
  • Identify, evaluate, and recommend service monitoring tools and diagnostic techniques to improve system observability
  • Perform and deliver consistently in a continuously changing, complex environment
  • Drive and mature all Command Centre and CMDB activities to increase value to the business
  • Produce reports and presentations to improve communications back into the business
  • Train, coach and mentor Site Reliability Engineers ensuring that the team have maintained and relevant career development plans
  • Collaborate with development teams to promote the concept of reliability engineering during all phases of the software development lifecycle to detect and correct performance issues and meet availability goals
  • Remain current on-site reliability engineering methods and trends such as observability-driven development and chaos engineering

What Team will I be a part?

We are looking for a forward thinking and ambitious individual to be a part of our hard-working Service Delivery Team. The team have an ambitious agenda and there is no better time to join this incredible team and be an instrumental part of improving and adapting IT within the business.

Who are my customers?

Reports directly to the Head of Service Operations and has a close working relationship with IT partners including Capgemini, o2, Sopra Steria and Vista, collaborative working with IT Product Managers, RSG (Operations) Team, UK & ROI Restaurants, Franchisees and their representatives, Corporate Service providers, IT functional teams and 3rd party IT Test team.


What background do I need to have

Culture is everything and the candidate needs to know if they would be a good fit and enjoy working with McDonald's. Include the traits or attributes you expect the candidate to display in the role, for example behavioural competencies such as leadership, teamwork, flexibility, initiative and communication.

  • Problem management experience essential - the Problem Manager reports to this role
  • Building, deploying and maintaining a CMDB
  • Experience with monitoring and observability tools (e.g., Splunk, Cloudwatch, NewRelic, ELK, Prometheus, OpenTelemetry).
  • Experience with configuration management systems (e.g., Puppet, Ansible, Chef, Salt, Terraform).
  • Experience working with continuous integration/continuous deployment tools (e.g., Git, Teamcity, Jenkin, Artifactory).
  • Experienced in Continual Service Improvement (CSI) process and application
  • ITIL Problem Management qualification desirable
  • Computer-literate - proficient with Microsoft Word, Excel, Power Point
  • Great teammate with the ability to forge & demonstrate relationships
  • Pragmatic, thoughtful and customer driven
  • Ability to take feedback on-board and use it as an opportunity to positively develop skillset
  • Aptitude to deliver feedback in a constructive and positive way (both to suppliers and internal partners)
  • Demonstrate capability to build shown networks and relationships across the business to support requirements of the team
  • Work with energy and passion and inspire the same in others
  • Build a feedback-rich environment that inspires and models the exchange of feedback
  • Superb communication skills, curious mind set, confident, independent and logical problem solver
  • Appreciation of the needs of differing audiences (restaurants, operations and office hierarchy, franchisees, suppliers)
  • Strong customer centric orientatio
  • Varied technical background
  • Ability to communicate technical information to non-technical audiences
  • Comfort and experience working in a fast paced and changing working environment
  • Strong problem solving and analytical skills.
  • Highly adaptable to changing circumstances. Interest in continuously learning new skills and technologies.
  • Experience with incident and response management

Additional Information

At McDonald's we are People from all Walks of Life...

People are at the heart of everything we do, and they make the McDonald's experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gives us strength.

We do not tolerate inequality, injustice or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonald's or elsewhere."

Client-provided location(s): London, UK
Job ID: McDonalds-406000120037500
Employment Type: Other