Cybersecurity Operations Supervisor

McDonald's Corporation•Chicago, IL

About The Position

McDonald’s growth strategy, Accelerating the Arches, encompasses all aspects of our business as the leading global omni-channel restaurant brand. As the consumer landscape shifts we are using our competitive advantages to further strengthen our brand. One of our core growth strategies is to Double Down on the 3Ds (Delivery, Digital and Drive Thru). McDonald’s will accelerate technology innovation so 65M+ customers a day will experience a fast, easy experience, whether at one of our 25,000 and growing Drive thrus, through McDelivery, dine-in or takeaway.  McDonald’s Global Technology is here to power tomorrow’s feel-good moments.   That’s why you’ll find us at the forefront of transformative technology, exploring new and innovative ways to serve our millions of customers and spread happiness one delicious Hot Fudge Sundae-dipped fry at a time. Using AI, robotics and emerging tech, we’re digitizing the Golden Arches. Combine that with our unparalleled global scale, and we’re reshaping all areas of the business, industry and every community that is home to a McDonald’s restaurant. We face complex tech challenges every day. But that’s where our diverse and talented teams come in. They’re made up of the best and brightest from all over the globe, and they thrive in the space where feel-good meets fast-paced.   Check out the McDonald’s Global Technology Technical Blog to learn how technology and our global team are directly enabling the Accelerating the Arches strategy. The Cybersecurity Operations Supervisor will be a part of the Identity and Access Management (IAM) team and will work in close collaboration with the IAM service managers, and Global Technology market personnel. This role will report to the Cybersecurity Operations Senior Manager and will be an individual contributor. This person will be responsible for developing and maintaining solid working relationships with our managed security service providers (MSSP) involved in the delivery of identity and access support and operations while fostering high levels of accountability among those teams. This individual will be responsible for overseeing the day-to-day support of the IAM platform and the maturity of operational processes. The ability to translate technical findings into operational actions is critical, as is partnering closely with engineering, service managers, and up/downstream system teams. The pace can be fast, and this role requires someone who is driven, detail oriented, and able to adapt quickly to changing priorities while maintaining strong operational governance. This is an exciting opportunity to continue to evolve and enhance the global identity and access management platform at the world’s largest restaurant company!

Requirements

Bachelor’s degree or an equivalent combination of education, training, and work experience
3+ years of professional experience in an ITSM framework, IT Operations or equivalent
Demonstrate experience in ITSM functions such as Change, Problem, Incident, Request, and Knowledge Management
Ability to understand business challenges, drive process improvements and translate into solutions
Experience in ITSM tools such as ServiceNow
Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders at various organizational levels

Nice To Haves

Experience with data workflows, observability, and governance a plus
Knowledge and experience of IAM concepts, protocols, and technologies are a plus

Responsibilities

Manage the day-to-day operational support of our IAM platform comprised of ten services.
Monitor support queues across our IAM services to ensure appropriate ticket management based on best practice and service level agreements.
Serve as a strong resource within the IAM team with an understanding of platform functionality, integrations, and dependencies.
Analyze, coordinate, and partner with cross-functional teams to remediate data issues affecting the IAM platform and downstream systems.
Monitor, analyze, and report on ticket volume along with patterns and trends to identify recurring problems and opportunities for operational improvement.
Accountable for escalation management, serving as a key point of contact for high impact or time sensitive issues ensuring timely resolution.
Create, maintain, and govern knowledge articles, standard operating procedures (SOPs), and knowledge transfer (KT) sessions.
Manage operational observability, metrics, and reporting to provide visibility into platform health and performance, risks, and support.
Drive continuous improvement initiatives related to cybersecurity operations processes, workflows, and documentation standards.
Oversee Incident and Problem Management ensuring proper root cause analysis and resolution.
Monitor and analyze performance metrics and KPIs to identify trends and areas for improvement to ensure productivity, customer satisfaction, and quality of services