McDonald’s evolving Accelerating the Arches growth strategy puts our customers and people first, and leverages our competitive advantages to strengthen our brand.  We are recognized on lists like Fortune’s Most Admired Companies and Fast Company’s Most Innovative Companies.

Doubling Down on the 4Ds (Delivery, Digital, Drive Thru, and Development)

Our growth pillars emphasize the important role technology plays as the leading, global omni-channel restaurant brand. Technology enables the organization through digital technology, and improving the customer, crew and employee experience each and every day.

Global Technology forging the way

Leading the digitization of our business is the Technology organization made up of intrapreneurs who build industry defining tech using the latest innovations and platforms, like AI and edge computing to deliver on the next set of cutting-edge opportunities for the business.  At McDonald’s you get to solve technology innovation challenges at an incredible scale, and work across global teams who are always hungry for a challenge. This provides access to exciting career paths for technologists. It’s bonus points when you get to see your family and friends use the tech you build at their favorite McD restaurant.

Check out the Global Technology Technical Blog to learn how technology is directly enabling the Accelerating the Arches strategy.

We are seeking a skilled Technical Product Manager, Reliability and Incident Response with experience in modern DevOps best practices, continuous deployment, and AI Ops platform use to join our major incidents team.

The Technical Product Manager, Reliability and Incident Response will be responsible for coordinating and leading 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:

• Lead 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 improvments and advancement of service restoration tools
• Handle communication with collaborators, including customers, business partners, and senior management, to provide regular updates and level set expectations
• Develop and implement processes for incident management, including escalation 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 guidance and support to incident management team members and other technical staff

• Bachelor's degree in Computer Science, Information Systems, or related field
• Demonstrated 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 collaboration skills, with the ability to manage partners at all levels of the organization
• Strong problem-solving and analytical skills, with the ability to lead teams in resolving complex technical issues
• Demonstrable ability to manage incidents and post-mortems and lead process improvement initiatives
• Experience in agile methodologies is preferred

If you are a highly skilled Major Incident Manager with experience in DevOps, AI Ops, distributed computing, and ecommerce platforms, we encourage you to apply for this exciting opportunity.

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 [email protected]

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.