As the Sr. Manager you will lead a team that provides service insight, response, and service management to maintain high service reliability and availability with low touch through extensible services and platforms, standardized processes, data insights, and product feedback. Responsible for managing internal and external resources as well as client and vendor relationships. You will lead the research, planning, design, and implementation/deployment of corporate infrastructure and cloud solutions, including hardware and software, ensuring high systems availability and customer satisfaction and optimal usage of hardware and software resources. Ensure that IT customer expectations are met or exceeded.
Responsibilities
- Oversee the development / monitoring of dashboards and alerts to detect problems related to application, infrastructure
- Oversee Cloud Operations across multiple cloud providers ensuring alignment with strategic goals. and potential security incidents on daily basis. Run the production environment by monitoring availability and taking a holistic view of system health.
- Build software and systems to manage platform infrastructure and applications.
- Improve reliability, quality, and time-to-market of our suite of software solutions by creating sustainable systems and services through automation and uplifts. Lead the primary operational support and engineering for multiple large, distributed software applications.
- Gather and analyze metrics from both operating systems and applications to assist in performance tuning and fault finding.
- Ensure appropriate sizing of solutions, technology fit, and DR are assessed and accounted for by the Site Reliability Engineering team.
- Oversee the administration of cloud-based business-critical systems, services and applications.
- Research and make decisions on software, processes, and partners to provide enterprise class support for Inspire Brands platforms.
- Ensure that comprehensive service and support procedures are implemented and well understood, and that service level objectives are met or exceeded as applicable.
- Responsible for platform operations support related issues on a day-to-day basis, and long-term planning for maintaining technologically current, reliable, and cost-effective solutions.
- Oversee and provide leadership direction during operational incidents, ensuring necessary resourcing and availability of subject matter expertise as well as proactive, business communications.
- Ensure that requests and incidents are accurately documented, escalated, and resolved.
- Responsible for continuously generating and analyzing metrics to ensure that performance levels are satisfactory, and trends are identified and proactively addressed as necessary.
- Develop, implement, and manage governance models that enable business units to leverage technology offerings securely and effectively
- Coordinate with functional or operational area managers to understand their current and future information needs and develop plans, cost estimates, and schedules for integrating these needs into existing operations or develop plans for future operational support. E
- nsure that technical and financial evaluation of services consider all specified requirements, and that product selection is based on thorough research.
Education Qualification
- Required Minimum: 4 year degree in IT or related field preferred; equivalent experience may be substituted instead of education
Experience Qualification
- 8 - 12 years of personnel management and leadership experience
- 10+ years of technical management/administration of operational technology systems
Required Knowledge, Skills Or Abilities
- Hands-on technical expertise with implementation and administration of cloud platforms is required.
- Demonstrated understanding of how to proactively identify and address operational technology needs.
- Extensive knowledge of identity management and information security best practices is required.
- Deep understanding of Microsoft Azure and AWS is required.
- Proficiency in managing cloud security and compliance.
- Experience in cloud native architecture principles.
- Experience in strategic planning, resource management, and project execution within a cloud operations context.
- Experience with Database technologies (SQL, Cluster technology and creation, Always-On, migration, log shipping).
- Experience with enterprise applications (architecture, development, support, and troubleshooting).
- Experience with enterprise architecture and working as part of a cross-functional team to implement solutions.
- Experience in handling production support incidents and connect between Developer/Operations team to perform deep dive analysis work on RCA and implementing fixes.
- Experience in monitoring tools such as AppDynamics, Dynatrace
- Experience in Log aggregation tools such as Splunk, ELK, New Relic
- Experience with Jira, Confluence, Atlassian, OpsGenie.
- Extensive experience with Microsoft O365.
- Experience with Microsoft Active Directory and Azure AD.
- Knowledge of automation and orchestration tools.
- Experience with system operating sytems.
- Able to pick up and learn new AWS/Azure technologies and create internal training docs.
- Knowledge of ITIL concepts including Service Management and Service Delivery.
- Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach.
- Excellent written and verbal communication and interpersonal skills and a strong customer service orientation.
Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.
We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.