Manager, Reliability, and Incident Response

McDonald’s Australia is the largest quick service restaurant operation in the country. Fondly known as “Macca's”, we have been a household name in Australia for over 50 years, we believe that our customers are the heart and soul of everything we do and make it our mission to make every moment count! As an employer of choice winner time and time again, working with us means taking pride and having fun along the way; while growing and developing your career in a dynamic and supportive environment.

Could you be our next Manager, Reliability, and Incident Response?

We are seeking a skilled 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 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 improvement and advancement of service restoration tools.

What can you expect on a day-to-day basis?

• Leading the response to major incidents impacting our ecommerce platform
• Coordinating with technical teams across DevOps, AI Ops, distributed computing, and other areas to prevent future incidents through AI Ops correlation improvement and advancement of service restoration tools
• Managing communication with stakeholders, including customers, business partners, and senior management, to provide regular updates and manage expectations
• Developing and implementing processes for incident management, including escalation procedures, activation of service restoration processes and tools, validation of AI Ops correlation models
• Continuously reviewing and improving incident management processes to ensure efficiency and effectiveness
• Collaborating with technical teams to identify areas for improvement and implement changes to prevent future incidents
• Conducting incident trend analysis to identify recurring issues and proactively address them
• Managing vendor relationships related to incident management tools and services
• Providing guidance and support to incident management team members and other technical staff

Your keys to success:

• 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 stakeholders at all levels of the organization
• Strong problem-solving and analytical skills, with the ability to lead teams in resolving complex technical issues
• Proven ability to manage incidents and post-mortems and lead process improvement initiatives
• Experience in agile methodologies is preferred

Relish in the Macca’s difference when you join the Golden Arches:

• Competitive Remuneration Package. We offer a total reward package of base salary, health care, long-term incentive share program and a target incentive bonus plan.
• A Fun & Vibrant Culture. Immerse yourself in local and Macca’s only events and experiences from day one of working with us.
• 5 Weeks of Annual Leave. Switch off and recharge or explore your passions outside of work with an additional week of annual leave each calendar year.
• Highly Flexible Work Environment. Our teams have embraced a hybrid working model, balancing working remotely and connecting in the office to support our people and how they best add value.
• Birthday & Volunteer Leave. Enjoy a day-off during your birthday month and 3 days annually to volunteer for a registered charity you are passionate about.
• Ongoing Professional Development. We are committed to developing our people by investing in leadership programs and a world class learning and development offering that propel you to achieve your career goals.
• Macca’s Staff Discount & Retail Discounts. Enjoy discounted Macca’s at any restaurant across Australia and access to hundreds of retail discounts.
• Access To Our 24/7 Wellbeing Partner (Sonder) For You & Your Immediate Family. Using the Sonder app, access free and confidential safety, medical and mental health support via chat or phone with accredited professionals.

As an equal opportunity employer, we strongly encourage applications from people of all backgrounds, ethnicities, cultures and experiences. We strive to make every moment through the recruitment process a feel-good moment for everyone. Let us know if we can provide any reasonable accommodations to enable you to participate in the job application and interview process, if you'd like to note your pronouns or have suggestions for how we can improve in this space.