Specialist, Technology Support

About McDonalds :

One of the worlds largest employers with locations in more than 100 countries, McDonalds Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Title : Specialist Technology Support

Reporting to : Manager - Issue Management.

Overall Job Description Summary

The Learning Technology Support Teams main goal is to support one of the Global IT key pillars Keep Systems Up and Running. The Learning Support Team provides support to our restaurants; aiming to identify enhancements needed to achieve the goal of delivering a greater technology performance and less reliance on help desk support. Support serves as the link between technology products and restaurants and is focused on continuous improvement of all elements of the Learning technology platform.

The Supervisor Technology Support will :

• Maintain a wholistic understanding of all IT products the Support team assists and offshore vendor capabilities in solving any incidents
• Monitor ticket queues to escalate tickets and ensure timely resolution of restaurant incidents
• Proactively identify process improvement gaps and exemplify strong documentation skills
• Understand what constitutes an issue trend, monitor, and escalate as needed

Core Responsibilities :

Experience Requirements and Other Optional Requirements :