Lead Technology Operations Analyst-Sonic

Responsibilities

• Effectively design, continuously improve, coordinate and complete all tasks necessary for successful execution, ensuring all assigned work is delivered on time using runbooks, automations, artificial intelligence, and established processes.
• Specialize in your area of focus, including but not limited to identification and solution recommendations for potential gaps, process improvement areas, innovative opportunities and continuous learning in your area of subject matter expertise.
• Have an ownership mindset where you are actively supporting, influencing, driving, and/or designing the future of your area of focus.
• Effectively communicate with stakeholders as a subject matter expert, to prevent errors, ensure success, and manage expectations. Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward.
• Have a strong understanding of how these technologies interact with components across the organization and take actions to ensure success across the organization.
• Manage vendor performance and build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship.
• Influence, and/or own, as appropriate the vendor’s roadmap, participation in commercial negotiations, coordinate commercial engagements and ensure vendors meet contractual, operational, and service-level commitments.
• Influence & refine future development/improvements, identify gaps and recommend areas for process improvements and/or new tools for success.
• Mentor routinely both junior team members and peers, to ensure they are successfully prepared for growth opportunities and have success throughout the employee lifecycle.
• Maintain high quality in accordance with company standards and best practices and proactively identify and suggest areas for improvement.
• Manage & execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status.
• Perform basic and advanced triage on reported defects to validate issues, identify configuration errors, and gather necessary and/or analyze necessary logs for a resolution. Includes partnership with help desk teams for ongoing support.
• Develop and execute processes that ensure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts.

Education and Experience Qualifications

• Strongly Desired: Bachelor's Degree
• Seven to ten years of progressive, relevant IT experience such as system configuration and implementation experience
• Expert knowledge of relevant applications and technical platforms.
• Expert experience with Microsoft Operating Systems and associated software such as Microsoft Office
• Proficient knowledge of at least one other operating system such as iOS, Android, Linux etc.
• Expert knowledge with ITSM frameworks such as ITIL
• Proven track record of supporting multi-modal and geographical disparate locations
• Expert experience in building business and technical requirements

Required Knowledge, Skills, or Abilities

• Excellent customer service skills. Must be empathetic and continually solving problems through the eyes of the user
• Proven track record of providing effective team leadership
• Excellent verbal and written communication, with an emphasis on being able to present technical topics in an easy-to-understand way for non-technical customers
• Extremely well organized (including good project and time management skills) and high attention to detail
• Collaborate strongly with business partners, generally a combination of individual contributors, managers, directors, vice presidents and executives, through a service mindset
• Strong partnering skills and a service leadership mindset are required
• Proven track record of team member development outside of formal channels