Lead Technology Operations Analyst-Sonic

About this role

The   Lead   Technology Operations   Analyst   oversee s   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. The role requires   strong communication   skills, effective vendor coordination, and the ability to troubleshoot and resolve issues across hardware, software, and integrated solutions. It also contributes to ongoing process refinement, readiness for QA/UAT, and ITIL/SDLC execution, ensuring reliable service delivery and   real ‑ time   transparency for customers and stakeholders. Additionally, this role   mentors   peers, partners with engineering and help desk teams, and supports the future evolution of tools and technologies to improve efficiency, quality, and business outcomes across the organization.  

RESPONSIBILITIES

• Effectively   design,   continuously improve,   coordinate   and complete all 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 but not limited to identification and solution   recommendations   for potential gaps, process improvement areas ,   innovative   opportunities   and continuous learning   in your area of   subject matter   expertise .    

• Have an ownership mindset where you are actively supporting, influencing ,   driving,   and /or   designing the future of your area of focus.    

• Effectively communicate with stakeholders   as a subject matter expert,   to prevent errors, ensure success, and manage expectations. Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders   regarding   supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward.  

• Have a strong   understanding   of how these technologies interact with components across the organization and   take actions to ensure   success across the organization.  

• Manage vendor performance and build vendor partnerships that result in positive outcomes for Inspire Brands throughout the business relationship.    

• I nfluenc e ,   and/ or own, as   appropriate   the vendor’s roadmap, participation in commercial   negotiations,   coordinat e   commercial engagements   and e nsur e   vendors meet contractual, operational, and service‑level commitments.  

• Influence   & refine   future development/improvements,   identify   gaps and recommend areas for process improvements and/or new tools for success.  

• Mentor   routinely both 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 & 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   and/or analyze necessary   logs for   a resolution .   Includes   partnership with help desk teams for ongoing support.  

• Develop   and execute   processes that e nsure that   hardware,   software   and   appropriate integrations   are   ready prior to being turned over for QA/UAT efforts . ​

L2/L3 Support • Be able to   create,   write, debug and update scripts in a variety of languages, including, but not limited to PowerShell,   Python   and other brand -based   languages.  

• Demonstrate   strong, hands-on,   understanding of   restaurant technology including,   networking,   POS, BOS, System Integrations, Drive Thru, Audio/Visual, Payments etc.  

• Recommend,   design   and m anage   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.  

• Have   a   strong   understanding of how these technologies interact with components across the organization and   take actions to ensure   success across the organization; proactively alert   possible issues   prior   to full scale deployment of software and/or hardware.  

EDUCATION AND EXPERIENCE QUALIFICATIONS  

Strongly Desired :   Bachelor's Degree  

• Seven to ten years of progressive, relevant IT experience such as   system configuration and implementation experience   

• Expert knowledge of relevant applications and technical platforms.  

• Expert experience with Microsoft Operating Systems   and associated software such as Microsoft Office  

• Proficient   knowledge of at least one other operating system such as iOS, Android,   Linux   etc.  

• Expert knowledge   with ITSM frameworks such as ITIL  

• Proven   track record   of supporting   multi-modal and geographical disparate locations  

• Expert   experience in building business and technical requirements  

    REQUIRED NOWLEDGE, 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 being able to present technical topics in an easy-to-understand way for non-technical

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