Technology Operations Senior Analyst

IRB USA Inspire Resources; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

Job summary

Inspire Brands in the United States seeks an experienced Major Incident Management Lead to coordinate enterprise incident response, serving as Incident Commander during high-priority outages and driving timely resolution with cross-functional teams across applications, infrastructure, and vendors.

You will develop executive communications, perform post-incident reviews, lead RCA efforts, and advance ITSM maturity through governance and continuous improvement initiatives in a fast-paced,

Qualifications

• Bachelor's degree in a technical field with strong ITSM foundation.
• 6+ years in medium to large enterprise IT environments.
• Experience leading incident management, major incident management, and problem management.

Responsibilities

• Lead major incidents as Incident Commander and coordinate cross-functional teams.
• Develop executive communications during technology incidents and service disruptions.
• Facilitate incident bridge calls and post-incident reviews with action items tracked to completion.
• Drive RCA efforts and promote proactive problem management practices.

Skills

Incident Management

Executive Communication

Cross-functional Leadership

ITSM

Education

Bachelor's Degree in Computer Science, Information Technology, MIS, or related field

Tools

ServiceNow

Job description

Responsibilities

Major Incident Management Lead and coordinate Major Incident Management activities for enterprise technology services and platforms. Serve as Incident Commander during high-priority incidents and service disruptions. Facilitate and lead technical bridge calls during critical incidents. Engage and coordinate appropriate technical resources, vendors, and business stakeholders to expedite resolution. Drive accountability across support teams and ensure clear ownership of resolution activities. Maintain command and control throughout the incident lifecycle. Quickly assess business impact and communicate risk, customer impact, and service degradation to stakeholders. Develop and distribute executive-facing communications, including: Initial incident notifications Status updates Business impact assessments Executive summaries Resolution communications Post-incident reports Translate complex technical information into concise, business-focused messaging for senior leadership. Coordinate post-incident reviews and ensure action items are identified and tracked to completion. Support high-visibility business events, hypercare periods, and executive escalations when service disruptions occur. Problem Management Identify, classify, and manage problem records to prevent recurring incidents. Analyze incident trends and recurring issues to identify opportunities for systemic improvements. Drive Root Cause Analysis (RCA) efforts following major incidents and significant service disruptions. Coordinate internal and external stakeholders to investigate root causes. Ensure corrective actions are assigned, tracked, and completed. Manage problem records through closure while ensuring proper documentation and knowledge transfer. Promote proactive problem management practices across technology teams. Drive continuous service improvement initiatives that reduce operational risk and improve service stability.

Operational Excellence & Service Governance

Coordinate resources and processes required to resolve enterprise-wide outages and service disruptions. Support the continual improvement of Incident, Major Incident, and Problem Management processes. Maintain and enhance operational documentation, standard operating procedures, and knowledge articles. Ensure quality procedures and solutions are documented and readily available to support teams. Collaborate with technical and business teams to improve operational maturity and service reliability. Support reporting, service governance, and operational metrics initiatives. Contribute to ITSM maturity improvements aligned to ITIL best practices and organizational objectives.

Technical Understanding & Impact Assessment

Develop and maintain a high-level understanding of Inspire Brands' technology ecosystem, including MDBP, IDP, digital platforms, integrations, APIs, and supporting infrastructure. Understand application dependencies, transaction flow paths, integration points, and service relationships. Quickly identify and assess outage impacts across interconnected business systems. Evaluate risks and potential customer impact during service disruptions. Partner with application, infrastructure, network, security, and vendor teams to accelerate incident diagnosis and resolution. Support continual refinement of service dependency mapping and operational readiness processes.

Communication & Stakeholder Management

Communicate effectively with business stakeholders, technical teams, vendors, management, and senior leadership. Develop and deliver executive-level incident communications during high-pressure situations. Facilitate collaboration across multiple technical teams and organizational functions. Influence stakeholders and drive accountability toward resolution and corrective action completion. Maintain professionalism and composure during critical incidents and executive escalations.

Qualifications

Education Bachelor's Degree in Computer Science, Information Technology, Management Information Systems, or a related field. Experience Minimum of 6 years of experience in a medium to large enterprise environment. 6+ years of experience defining, implementing, and improving IT Service Management (ITSM) processes. 6+ years of experience supporting Incident Management, Major Incident Management, and Problem Management practices. Experience leading incident bridge calls and coordinating cross-functional technical teams. Experience facilitating Root Cause Analysis (RCA) and driving corrective actions to resolution. Experience creating executive-level communications during technology incidents and service disruptions Knowledge, Skills & Abilities Strong understanding of Incident Management and Problem Management principles within an ITIL framework. Knowledge of the Three Lines of Defense model, preferably within a multi-brand shared services organization. Strong analytical, troubleshooting, and problem-solving skills. Demonstrated ability to rapidly learn complex enterprise application ecosystems and business processes. Functional understanding of system architecture, application dependencies, APIs, integrations, and end-to-end transaction flows. Ability to assess outage impacts across interconnected business and technology platforms. Exceptional verbal and written communication skills. Proven ability to create concise, business-focused executive communications. Strong facilitation skills with the ability to lead and direct major incident bridge calls. Ability to influence stakeholders at all levels of the organization. Process improvement mindset focused on operational excellence and service reliability. Experience with IT Service Management platforms such as ServiceNow. Ability to perform effectively in high-pressure environments requiring rapid decision-making and coordination. [Re: HSC Ba...tification | Outlook]

Preferred Qualifications

ITIL Foundation Certification or equivalent ITSM certification. Experience supporting digital commerce, customer identity, integration, middleware, or enterprise platform environments. Experience supporting highly integrated enterprise ecosystems with complex application dependencies. Familiarity with transaction flow analysis, service dependency mapping, and impact assessment methodologies. Experience supporting multi-brand organizations and shared services operating models. Experience with reporting, service analytics, and continuous improvement programs.

Core Competencies

Major Incident Leadership Problem Management Root Cause Analysis Executive Communication Stakeholder Management Operational Excellence Service Governance Process Improvement Continuous Service Improvement Cross-Functional Collaboration Critical Thinking & Decision Making Customer Focus

Why Join Inspire Brands?

The Incident & Problem Management Analyst plays a critical role in maintaining the stability and reliability of technology services that support some of the world's most recognized restaurant brands. This position provides an opportunity to lead critical incident response efforts, influence service reliability improvements, partner with enterprise stakeholders, and contribute directly to operational excellence across Inspire Brands. Major Incident Leadership Problem Management Root Cause Analysis Executive Communication Stakeholder Management Operational Excellence Service Governance Process Improvement Continuous Service Improvement Cross-Functional Collaboration Critical Thinking & Decision Making Customer Focus Why Join Inspire Brands? The Incident & Problem Management Analyst plays a critical role in maintaining the stability and reliability of technology services that support some of the world's most recognized restaurant brands. This position provides an opportunity to lead critical incident response efforts, influence service reliability improvements, partner with enterprise stakeholders, and contribute directly to operational excellence across Inspire Brands. Inspire is a multi-brand restaurant company whose portfolio includes more than 33,300 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide. We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences. Inspire is a multi-brand restaurant company whose portfolio includes more than 33,400 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants across 55 global markets. In an industry facing increasing disruption, our leaders saw an opportunity to build a restaurant company unlike any other – one that brings together differentiated yet complementary brands and aims to make them stronger than they would be on their own. Found inherently in the purposes of our family of brands, we identified a common thread between our restaurants – the capacity to inspire. From guest experience to career development to community well-being, Inspire plays a role in the lives of millions of people every day. Our brands are diverse, distinctive, and fan favorites. In a sense, you could say we seek those who provide something different than the norm.