Lead Technology Operations Analyst-Sonic

IRB USA Inspire Resources; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

IRB USA Inspire Resources is seeking a Lead Technology Operations Analyst to oversee cross-functional teams and ensure operational excellence within technology. The Analyst will design, execute, and improve processes while supporting the technology ecosystem.

The ideal candidate has a Bachelor's degree and 7-10 years of experience in IT, with expertise in Microsoft Operating Systems. Responsibilities include vendor management, project execution, and communicating with stakeholders effectively.

Qualifications

• 7-10 years of progressive, relevant IT experience.
• Expert knowledge of Microsoft Operating Systems.
• Proficient in at least one other operating system like iOS or Linux.

Responsibilities

• Design, improve, coordinate, and complete tasks for successful execution.
• Communicate effectively with stakeholders and prevent errors.
• Manage vendor performance and build partnerships.

Skills

Customer service skills

Team leadership

Communication skills

Problem-solving

Project management

Education

Bachelor's Degree

Tools

PowerShell

Python

Microsoft Office

Job description

The Lead Technology Operations Analyst oversees cross‑functional teams to understand complex solutions and integrations, as well as drive releases to improve solutions. This role focuses on delivering high‑quality operational outcomes within a defined technology domain by designing, executing, and continuously improving processes, automations, and technical workflows. As a specialized subject matter expert, this position supports Inspire Brands’ technology ecosystem by identifying gaps, recommending enhancements, and optimizing capabilities within the assigned area of focus.

Responsibilities

• Design, improve, coordinate, and complete 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 identification and solution recommendations for potential gaps, process improvement areas, innovative opportunities, and continuous learning.
• Own and influence the future of the area of focus, actively supporting, influencing, driving, and designing upcoming capabilities.
• Effectively communicate with stakeholders, customers, engineering teams and leaders to prevent errors, ensure success, and manage expectations.
• Maintain a strong understanding of how these technologies interact across the organization and take actions to ensure success organization‑wide.
• Manage vendor performance, build vendor partnerships, influence the vendor’s roadmap, participate in commercial negotiations, and coordinate engagements to ensure contractual, operational, and service‑level commitments.
• Mentor 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 and 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 logs for resolution, including partnership with help desk teams.
• Develop and execute processes that ensure that hardware, software and appropriate integrations are ready prior to being turned over for QA/UAT efforts.
• L2/L3 support: create, write, debug and update scripts in PowerShell, Python and other brand‑based languages; recommend, design and manage software and integration support after deployment to production; proactively alert possible issues prior to full‑scale deployment.

Education and Experience

Strongly Desired:

• Bachelor’s Degree.
• Seven to ten years of progressive, relevant IT experience such as system configuration and implementation.
• Expert knowledge of Microsoft Operating Systems and associated software such as Microsoft Office.
• Proficient knowledge of at least one other operating system such as iOS, Android, Linux.
• Expert knowledge with ITSM frameworks such as ITIL.
• Proven track record of supporting multi‑modal and geographically 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 presenting 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, including 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.

L2/L3 Support

• Ability to create, write, debug, and update scripts in PowerShell, Python, and other brand‑based languages.
• Hands‑on understanding of restaurant technology, including networking, POS, BOS, system integrations, drive‑thru, audio/visual, and payments.
• Recommend, design and manage software and integration support after deployment to production.
• Actively source methodologies, platforms, and scripts to “shift left,” moving support closer to the end user than specialized technicians.
• Proactively alert possible issues prior to full‑scale deployment of software and/or hardware.