Supervisor, Service Management

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.

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.

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.
• Standardise folders, tags, and ownership; improve signal to noise.

• Experience with Observability/SRE/Platform/DevOps (internships welcome).
• Essential technical skills on Python, SQL, Javascript. 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.

• 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.

• 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 work style 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.

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

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.

We do not tolerate inequality, injustice or discrimination of any kind.