Job Description

About the Inspire Global Innovation Center

Inspire Brands is disrupting the restaurant industry through digital transformation and operational efficiencies. The companys technology hub, the Inspire Global Innovation Center in Hyderabad, India, will lead technology innovation and product development for the organization and its portfolio of distinct brands. The Inspire Global Innovation Center will focus on developing new capabilities in data science, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the companys business strategy. Inspire Global Innovation Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.



The Manager, Cloud Operations will oversee day-to-day operations as well as maintain a longer-term focus on helping grow the platform to the next level. Cloud Operations clients include various Inspire Brands teams, service partners, and development partners. As the Cloud Operations Manager you will lead a team that provides service insight, response, and service management to maintain high service reliability and availability with low touch through extensible services and platforms, standardized processes, data insights, and product feedback.

RESPONSIBILITIES:

• Oversee the administration of business-critical cloud-delivered systems and services.
• Research and make decisions on software, processes, and partners to provide enterprise class support for Inspire Brands cloud platforms.
• Develop and implement a Site Reliability Engineering methodology for the shared services team.
• Ensure that comprehensive service and support procedures are implemented and well understood, and that service level objectives are met or exceeded as applicable.
• Responsible for cloud platforms operations support related issues on a day-to-day basis, and long-term planning for maintaining technologically current, reliable, and cost-effective solutions.
• Oversee and provide leadership direction during operational incidents, ensuring necessary resourcing and availability of subject matter expertise as well as proactive, business communications.
• Ensure that requests and incidents are accurately documented, escalated, and resolved.
• Responsible for continuously generating and analyzing metrics to ensure that performance levels are satisfactory, and trends are identified and proactively addressed as necessary.
• Develop, implement, and manage governance models that enable business units to leverage cloud technology offerings securely and effectively
• Coordinate with functional or operational area managers to understand their current and future information needs and develop plans, cost estimates, and schedules for integrating these needs into existing operations or develop plans for future operational support.
• Ensure that technical and financial evaluation of services consider all specified requirements, and that product selection is based on thorough research.
• Assist and advise in the areas of physical planning, security, backup and recovery and the logistics of contingency planning.
• Develop processes to manage allocation, reporting and containment of costs for cloud platforms.
• Maintain systems in accordance with best practices to improve security, reliability and resilience of the systems in production.
• Recruit and retain top talent and coach and mentor team members.
• Provide employee leadership, guidance, performance feedback and reviews, and individual/career development.

EDUCATION QUALIFICATION:

• Required Minimum: BS/BA degree in IT or related field preferred; equivalent experience may be substituted in lieu of education

EXPERIENCE QUALIFICATION:

• 4-6 years personnel management and leadership experience
• 7+ years of technical management/administration of operational technology systems
• Hands-on technical expertise with implementation and administration of one or more cloud platforms is required. Azure is strongly preferred.
• Demonstrated understanding of how to proactively identify and address operational technology needs.
• General knowledge of identity management and information security best practices is required.

REQUIRED KNOWLEDGE, SKILLS OR ABILITIES:

• Hands-on experience with Microsoft Azure is required. Specifically, Azure Security Center, Azure monitoring, Azure Key Vault, Azure Kubernetes Service, Azure Dedicated HSM, Blob Storage, Azure Backup, Azure Functions, Virtual Machines, Service Fabric and Container Instances.
• Hands-on experience with Python, Bash, and/or PowerShell with a focus on orchestration and automation of underlying services, systems, provisioning, and security hardening.
• Experience developing and/or maintaining production-grade cloud solutions in virtualized environments such as Pivotal Cloud Foundry
• Experience with creating and deploying AWS and ARM templates
• Able to pick up and learn new AWS/Azure technologies and create internal training docs
• Experience with Database technologies (SQL, Cluster technology and creation, Always-On, migration, log shipping)
• Required understanding of Elastic Search
• Experience architecting solutions within Azure.
• Working knowledge of common and industry standard cloud-native/cloud-friendly authentication mechanisms (OAuth, OpenID, etc). Experience working with cloud security and governance tools, cloud access security brokers (CASBs), and server virtualization technologies.
• Experience with enterprise applications (architecture, development, support, and troubleshooting).
• Experience with enterprise architecture and working as part of a cross-functional team to implement solutions.
• Experience in handling production support incidents and connect between Developer/Operations team to perform deep dive analysis work on RCA/implement code fix.
• Experience with automation systems: e.g. Ansible, Jenkins, Chef, GIT
• Experience with monitoring solutions: e.g. Splunk, Solarwinds, Nagios
• Experience with Jira, Confluence, Atlassian
• Experience with APM tools: e.g. Dynatrace, AppDynamics, New Relic, Stackify, Raygun
• Experience with SRE tools and processes
• Experience with Microsoft O365
• Experience with SQL queries
• Experience with C#, Python, NodeJS, JSON, Java, etc.
• Knowledge of serverless and container technologies
• Knowledge of CI/CD automation
• Knowledge of ITIL concepts including Service Management and Service Delivery and experience
• Highly developed analytical skills and the ability to solve complex technical problems using a methodical systematic approach
• Excellent written and verbal communication and interpersonal skills and a strong customer service orientation