Supervisor, Service Management

Company Description

McDonald’s is proud to be one of the most recognized brands in the world, with restaurants in over 100 countries that serve 70 million customers daily. We continue to operate from a position of strength. Our updated growth strategy is focused on staying ahead of what our customers want and realizing further growth potential. Our relentless ambition is why McDonald’s remains one of the world’s leading corporations after almost 70 years. Joining McDonald's means thinking big and preparing for a career that can have influence around the world.

At McDonald’s, we see every day as a chance to create positive impact. We lead through our values centered on inclusivity, service, integrity, community and family. From support of Ronald McDonald House Charities to our Youth Opportunity project and sustainability initiatives, our values keep us dedicated to using our scale for good: good for our customers, people, industry and planet. We also offer a broad range of outstanding benefits including a sabbatical program, tuition assistance and flexible work arrangements.

• Take a class at Hamburger University
• Sample future items in our Test Kitchen
• Utilize the latest technology to connect with your team around the globe

We are an equal opportunity employer committed to the diversity of our crew members, staff, operators, and suppliers. We promote an inclusive work environment that creates feel-good moments for everyone.

Job Description

As a Supervisor, Service Management – Observability within the GTIO Service Management Office, you will play a critical role in supporting many individuals within global & market accessing and using the observability platforms which support the availability, reliability, and scalability of our customer and store systems.

Success in this role will require excellent critical and customer-obsessed thinking, the ability to influence and deliver through others, a curious mindset, and an appetite for innovation, together with the ability to engage, mobilise and excite our people and partners around business change.

To achieve this, you will work across all departments and be required to act as the ‘go-to’ for Business Change, working closely with the leadership team and subject matter experts to understand and empathise with what people need for success.

What team will I be part of?

Global Technology Infrastructure & Operations team (GTIO), where our mission is to deliver modern and relevant technology that supports the way McDonald’s works. We provide best-in-class foundational technology products and services including Global Networking, Cloud, End User Computing, and IT Service Management. It’s our goal to always provide an engaging, relevant, and simple experience for our customers.

What will my accountabilities be?

• Dashboards & Reporting (Grafana/New Relic)
• Build and maintain product and service dashboards (incl. user-journey and SPOG views).
• Own KPI / monthly reports and recorded/saved queries; improve panel performance and hygiene.
• Partner with stakeholders to define meaningful metrics and present results clearly.
• Data Source & Log Integration (Loki/EC2/Cloud)
• Configure and maintain data sources (Loki, EC2/Cloud, Prometheus/others).
• Implement and maintain visualizations from all types of data streams.
• Troubleshoot ingestion, labeling, and parsing to keep signals clean and actionable.
• APM/Infra Admin (New Relic)
• Support account & user management, agent installations, alert setup/disable, and workflow automations.
• Monitor usage and cost reports; recommend optimizations.
• Pipelines & Data Hygiene (Cribl)
• Assist with pipeline scripting for routing, enrichment, filtering, and data movement.
• Help maintain data streams and document patterns for reuse.
• Incident & Request Flow (ServiceNow)
• Triage and update tickets related to observability tools and requests.
• Contribute to runbooks and ensure incident/alert mappings stay current.
• Enablement & Best Practices
• Ramp up new teams on the platform; publish concise best-practice guides.
• Standardize folders, tags, and ownership; improve signal-to-noise

Skills and Experience required:

• Experience with Observability/SRE/Platform/DevOps (internships welcome).
• Hands-on with at least two of: Grafana, New Relic, Cribl, Loki/LogQL, ServiceNow.
• Comfortable writing queries (Grafana transformations, LogQL, NRQL basics) and reading JSON/YAML.
• Familiarity with Cloud Computing concepts, basic Linux understanding, Python and Java Scripting (must) Intermediate level.
• Data Engineering, data modeling, and transformation are a plus.
• Clear written communication; able to produce short, practical docs/runbooks.

Technical Skills with the following:

• Python
• SQL
• Javascript
• Grafana
• New Relic
• Cribl.

Nice to have:

• Basics of Kubernetes/Istio signals (logs/metrics/traces).
• Prometheus/PromQL, CloudWatch, or other Grafana data sources.
• Experience with workflow automations (Datadog/New Relic/Grafana Alerting) and cost governance.
• Exposure to data pipelines (Cribl) and log enrichment patterns.

What background do I need to have?

You are someone who can think strategically and work across all levels within the organisation –acting with integrity and managing upwards accordingly. The skills and behaviours you will demonstrate are:

• A proven track record of managing change effectively across cross-functional teams, global and segment structures and matrix organisations.
• The ability to influence and engage effectively
• Strong communications and storytelling experience
• Work with energy, empathy and passion and can inspire the same in others
• Able to quickly forge genuine and collaborative relationships with stakeholders
• Highly collaborative workstyle with the ability to engage and mobilise teams around common goals
• The ability to spot problems and solve them creatively
• Curious mind-set, never settling for the status quo and advocating for continuous improvement
• You seek and act upon feedback and proactively work on your personal and professional development

Qualifications

• Experience working in an Agile team - industry recognized qualifications is a plus (i.e. Scrum.org)
• Proficient with Microsoft Office software, Jira, Confluence tools

Additional Information

At McDonald’s we are People from all Walks of Life...

People are at the heart of everything we do, and they make the McDonald’s experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gives us strength.

We do not tolerate inequality, injustice or discrimination of any kind. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonald’s or elsewhere.”