Technical Product Manager - End User Infrastructure & Operations

$52,000 - $52,000/Yr

McDonald's - Chicago, IL

Full-time

Chicago, IL

Food Services and Drinking Places

About the position

This opportunity is part of the Global Technology Infrastructure & Operations team (GTIO) at McDonald's, where our mission is to deliver modern and relevant technology that supports the way McDonald's works. The GTIO team is dedicated to providing outstanding foundational technology products and services, including Global Networking, Cloud, End User Computing, and IT Service Management. Our goal is to ensure an engaging, relevant, and simple experience for our customers, leveraging technology to enhance the customer, crew, and employee experience every day. As the GTIO Technical Product Manager, you will report to the GTIO Director of End User Computing and work closely with the entire technology leadership team. This role involves anticipating and managing the strategic and tactical needs for GTIO while leading all aspects of translating business needs into effective IT processes and technical solutions. This is an exciting opportunity for an experienced technology leader to help craft the transformation of infrastructure and operations products and services across the entire McDonald's environment. In this role, you will support the End User Infrastructure and Operations (EUIO) team by providing strategic vision while balancing near-term results. You will develop and deliver cohesive vision, strategy, and roadmaps for the EUIO team in partnership with the larger operations team, GTIO leadership, and external collaborators. Understanding McDonald's current support landscape of tools, processes, standards, automation, monitoring, and hardware is crucial. You will review the appropriateness of technologies used for support components and recommend modifications or upgrades when necessary to maintain systems according to defined service level agreements and operating level agreements. Additionally, you will communicate changes in technology and services from the IT department to the appropriate channels and personnel, contributing to the performance of a team by coordinating the work of other employees and identifying and solving sophisticated problems that may impact the broader function.

Responsibilities

• Support the End User Infrastructure and Operations (EUIO) team by providing strategic vision while balancing near-term results.
• Develop and deliver cohesive vision, strategy, and roadmaps for the EUIO team in partnership with the larger operations team, GTIO leadership, and external collaborators.
• Understand McDonald's current support landscape of tools, processes, standards, automation, monitoring, hardware, and more.
• Review the appropriateness of technologies used for support components and recommend modifications and/or upgrades when vital to keep systems operating according to defined service level agreements and operating level agreements.
• Communicate changes in technology and services from the IT department to the appropriate channels and personnel.
• Contribute to the performance of a team by coordinating the work of other employees.
• Identify and solve sophisticated problems potentially impacting the broader function; build methods to address current and future customer needs.
• Accountable for managing projects with moderate risk.
• Manage budget and advise activities of the support teams.

Requirements

• 10+ years of technology capability deployment experience across multiple IT practices including infrastructure leadership, service management leadership, technology operations, cloud, end user computing, and business relationship management.
• 5+ years of professional working with ITSM tool, ServiceNow preferred.
• 5+ years of professional experience working with end user support tools.
• 5+ years of supporting Microsoft Office365, TEAMS, and Intune, and Cisco WebEx.
• 5+ years of supporting Global Desktop Management and Virtual Desktop Interface.
• 5+ years of managing large scale vendors like AT&T, Microsoft, and SPAN.
• 3-5 years of experience with both AWS and Azure Clouds.
• 2+ years of experience working and collaborating in globally dispersed teams.
• Experience working within a data loss and prevention team, with knowledge of how to secure endpoints and establish multi-factor authentications.
• Experience with Active Directory Group Policy.
• Strong experience in overall Infrastructure and Operations including Network, Cloud, End User Compute, Service Management, and Engineering.
• Bachelor's degree in Computer Science/Engineering/Technology.
• Microsoft certifications are a plus.

Nice-to-haves

• Experience with emerging technologies and translating them into roadmaps and leadership presentation materials.
• Exceptional relationship management skills and the ability to build and grow connections with diverse individuals.
• Experience in a fast-paced, high-pressure environment.

Benefits

• Equal employment opportunities for all employees and applicants.
• Reasonable accommodations for qualified individuals with disabilities during the application or hiring process.
• Commitment to diversity and inclusion in the workplace.