Lead Technology Operations Analyst

About the 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.   POINT OF SALE Create   and lead   positive partnerships   with   the brand marketing team, operations   team   and shared services organizations.   Create assignments (including runbooks) that ensure compliance with the   best practices of the bran d and the capabilities of the POS.   Actively help develop best outcomes for brand needs with technology - based solutions.   Demonstrate   ownership of   end-to-end   operational   needs for   POS hardware,   software   and integrations (printers, pin pads, scanners, coin changers, network, credit cards, order ahead etc.).      PAYMENTS Create and lead positive partnerships   with   the brand marketing team, operations   team   and shared services organizations.   Create assignments (including runbooks) that   ensures   compliance with   industry standards (such as PCI),   best practices of the bran d and capabilities of the payment platform.   Actively help develop best outcomes for brand needs with technology - based solutions.   Demonstrate   an ownership of   end-to-end   operational   understanding   of   payments, the payments industry and how payments flow across in store & digital channels (including reporting, and non-traditional payment vendors such as Venmo or PayPal)   Practical understanding of remote deployment tools, integration   support   and APIs   Ensure   payment   implications are clearly understood and communicated to all impacted parties   Research financially impacted issues such as missed payment,   chargebacks   and discrepancies.   Have an understanding of   how these technologies interact with components across the organization and take actions to ensure success across the organization.   Own   p ayments security, compliance, and risk: embed   PCIDSS, enforce secure change control   & chain of custody,   maintain   audit   ready documentation, and escalate material risks/incidents with mitigation plans.     BACK OFFICE Create and lead positive partnerships   with   the brand marketing team, operations team,   and shared services organizations.   Create assignments (including runbooks) that ensure compliance with the   best practices of the bran d and the capabilities of the Back Office platforms.   Actively help develop best outcomes for brand needs with technology - based solutions.   Demonstrate   strong   operational understanding of BOS hardware, software and integrations   such as   reporting, payroll, POS, inventory, tablets,   etc.     MENU Lead, organize, foster   positive   partnerships   leading   to the understanding of the   needs of the   brand marketing team, operations team and shared services organizations   and work with   these   teams to   receive   and   refine menu   related   requirements.   Be a thought and process leader for   all menu related needs, across all core brand technologies such as Point of Sale, Back Office Systems, Kiosks, Digital Menu Boards etc.     SYSTEM   INTEGRATIONS Create and lead positive   partnerships   with the brand marketing team, operations team,   and shared services organizations. Create assignments (including runbooks) that ensure compliance with the best practices of the brand and the capabilities of the integrated platform(s).   Actively help develop best outcomes for brand needs with technology - based solutions.   Demonstrate   an ownership of end-to-end operational   understanding   of digital hardware,   software   and integrations (cloud services, order to menu mapping,   Contentful, etc.)   Strong, hands-on, understanding of remote deployment tools, how deployments work (content + menu), the differences between upper & lower environments and APIs     AUDIO/VISUAL   Develop and   maintain   an operational understanding and documentation for all elements of the A/V infrastructure and supported capabilities.   Serve as a leader in the development of an integrated AV program that best   utilizes   the sports bar’s technology and programming packages.   Provide subject matter   expertise   and escalation support for all A/V infrastructural elements and approved capabilities, including but not limited to the following:   Cabling/wiring   A/V Rack & hardware   Content sources & related vendor relationships (TV, Streaming, Advertising, Gaming, DMBs, etc.)   Experiential capabilities (Lighting, Sound, etc.)   Strong understanding of streaming,   networking   and the combination of traditional AV with modern infrastructure.     RESTAURANT TECHNOLOGY   Create and lead positive partnerships   with the brand marketing team, operations   team   and shared services organizations. Create assignments (including runbooks) that ensure compliance with the best practices of the brand and the capabilities of the technology platform(s).   Actively help develop best outcomes for brand needs with technology - based solutions.   Demonstrate   an ownership of end-to-end operational   understanding   of   restaurant technology including, but not limited to drive   thru   timers, headsets, camera system, audio/visual etc.     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, 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.       Service Desk Monitor and improve KPIs which include but are not limited to (Agent Utilization, DSAT, CSAT, Survey response rate, Monthly service desk resolution, monthly call abandoned rate, Monthly speed to answer, MTTR, FCR, Call handling time).    Coach, mentor, develop L1 and L2 agents focusing on meeting SLAs coupled with customer service mindset    Participate and   assist   with   incident,   change management,   hyper-care,   escalations   and major incident   response   & post-incident review   efforts to minimize service disruptions and enhance customer satisfaction.   Assist   with root cause analysis, call trends, chronic issues and   collaborates   with Problem and Escalation Management as   required   Design,   update   & create   standardized operating procedures and   maintain   up-to-date documentation, processes, and escalation contacts.     Identify   issues and   creates   processes and procedures that are repeatable for agents including assisting in the creation of KBA and training materials       Deployment   Engage   with multiple restaurants, and/or restaurant owners, to ensure   high levels   of satisfaction before, durin g and after the deployment experience   Plan and ensure   logistics   including scheduling, inventory staging,   shipping   and hardware installation with vendor partners in place.   Manage multiple levels of complexity in   logistics   including scheduling, inventory staging, shipping and hardware installation with   appropriate stakeholders   and vendor partners   Effectively collaborate with Restaurant Technology, Networking, Security, and Service Desk teams to coordinate installations   Resolve, within capabilities, on-site deployment issues as they arise. Escalating appropriately when necessary   Ensure all hardware deployments   comply with   internal change management processes, including validation steps, rollback planning, and post‑deployment reviews   Identify   and drive opportunities to streamline hardware deployment processes through automation, standardization, and continuous improvement efforts.    Have a deep understanding of all enterprise hardware deployed across restaurants, including workstations, peripherals, tablets, printers, network   devices   and kiosks           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 customers   Extremely well organized (including good project and time management skills) and high attention to detail   Collaborate strongly with   business partners,   generally a   combination of individual contributors, managers, directors, vice   presidents   and executives,   through a service mindset   Strong partnering skills and a service leadership mindset are   required   Proven   track record   of team member development outside of formal channels     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.