Senior Analyst [T500-10580]

Job Summary:

Reporting to the NOC Manager, HSC (Hyderabad Support Center), NOC (Network Operations Center), the Sr. Analyst has a responsibility for all technology aspects of Inspire Brands and will act as the primary technology expert for the NOC team. This role drives the maintenance of restaurant technologies inclusive of Applications, Network, infrastructure, and third-party Vendors etc. It also requires management of day-to-day activities of the Network Operations Center, overseeing 24x7x365 NOC Operations.

Owns all aspects of Applications support and application monitoring, managing, reporting and escalation. The Sr. Analyst will ensure that all processes and procedures follow ITSM (Information Technology Service Management) guidelines, are documented and reviewed regularly. This role is responsible for ensuring an exceptional customer experience, establishing service level agreements that align with business model.

RESPONSIBILITIES:

Duties and Responsibilities:

Description:

• Monitor / Develop multiple monitoring dashboards to detect problems related to application, infrastructure, and potential security incidents on daily basis.
• Provide primary operational support for multiple large, distributed software applications.
• Creating, Enhancing, and Finetuning the alerts / alert Dashboard as per the operations requirement using the OpsGenie tool
• Identifying and implementing the monitoring opportunities, requirements from the daily operations
• Executing the curl commands within the monitoring based on the operation requirements.
• Analyzing the Major Incidents and working towards a permanent fix along with support teams.
• Establish and publish regular KPI's/metrics useful for measuring performance, SLA, stability, and customer satisfaction.
• Need to document various Process / procedural related documents / KB documents within the Confluence / equivalent repository space.
• Driving the KPI as per the leadership guidance
• Performing integrations between the components and monitoring tools
• Leading the efforts of Hypercare events internally from NOC Team
• Day to day operations performed via different monitoring tools New relic, Splunk and AWS.
• Working on various ticketing tools like Jira, Snow.
• Able to resolve major outages / business impacting critical issues within the NOC.
• Responsible for Incident logging, accurately tracks and documents all incidents.
• Adherence to the process compliance
• Adherence to the SLAs (Service Level Agreement) defined for the platform, Service uptime.
• Customer-oriented, and capable of providing prominent levels of client satisfaction.

EDUCATION QUALIFICATIONS:

Required Minimum:

• Bachelor's degree in computer science, Management Information Systems, or related field.

Requirements:

• 6+ years of experience in Application layer monitoring within the NOC
• ITIL V3 or ITIL 4 knowledge (anyone certification is required)
• 4-6 years of experience with Azure and/or AWS (Amazon Web Services) Cloud platform.
• 2 + years of experience with CI/CD automation
• 4 + years of experience in NOC Operations Support Role as a Senior Support Engineer
• 5+ years of experience with strong troubleshooting skills and should have experience on database, APIs, and monitoring tools (Splunk, New Relic, AppDynamics)
• Understanding of Windows and Linux operating systems at a detailed level including processes, memory allocation, and networking with an understanding of how applications function and impact other OS components and cloud services.
• Expert-level debug/troubleshooting skills.
• Experience developing and / or maintaining production-grade cloud solutions in virtualized environments such as Pivotal Cloud Foundry and Kubernetes.
• Able to pick up and learn new AWS / Azure technologies and create internal training docs.
• Establish and publish regular KPI's / metrics useful for measuring performance, SLA, stability, and customer satisfaction.
• Experience with Database technologies (SQL, Cluster technology and creation, Always-On, migration, log shipping)
• Hands-on experience with log aggregation tools (any).
• Working knowledge of common and industry standard cloud-native / cloud-friendly authentication mechanisms (OAuth, OpenID, etc.).
• 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 Cloud Security
• Experience with C#, Python, NodeJS, JSON, Java, etc.
• Experience in ITIL and Service Management concepts primarily Change, Incident and Event Management.

Optional (preferred):

• SaaS / Cloud / Azure experience a plus
• Experience with automation systems: e.g., Ansible, Jenkins, Chef, GIT
• Knowledge required on the following vendor Restaurant Technology products: PAR Brink, NCR Aloha, Crunch time, Alta metrics, Oracle Symphony
• Monitoring tools certifications like New Relic, Splunk and AW

Equal Employment Opportunity Policy:

It is the policy of Inspire Brands Inc. (IRB or the Company) to treat all employees and applicants for employment fairly and to provide equal employment opportunities without regard to race, color, sex, religion, national original or ancestry, ethnicity, sexual orientation, gender identity, age, disability, genetic information, citizenship, military service or veteran status, marital status or any other characteristic protected under applicable federal, state, or local law. This policy applies to all employment practices including recruiting, hiring, placement, pay, promotions, transfers, training, leaves of absence, and termination.

Inspire Brands, Inc. expressly prohibits any form of unlawful employment harassment based on race, color, sex, religion, national original or ancestry, ethnicity, sexual orientation, gender identity, age, disability, genetic information, citizenship, military service or veteran status, marital status or any other characteristic protected under applicable federal, state, or local law. Improper interference with the ability of IRB's employees to perform their expected job duties will not be tolerated.

About Inspire:

Inspire Brands is a multi-brand restaurant company whose current portfolio includes nearly 32,000 Arby's, Baskin-Robbins, Buffalo Wild Wings, Dunkin, Jimmy John's, and SONICDrive-In locations worldwide. The company was founded in 2018 and is headquartered in Atlanta, Georgia.

About Inspire Brands Hyderabad Support Center:

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level.

Inspire Brands is disrupting the restaurant industry through digital transformation across multiple brands. The company's technology hub, Inspire Brands Hyderabad Support Center, will lead technology innovation and product development for the organization and its portfolio of distinct brands (both current and future). The Center will focus on developing new capabilities in data science, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the company's rapid growth and influence how we reach the guest and, more importantly, how the guest wants to interface with us.

Inspire's Hyderabad Support 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.

Why Inspire Brands

Inspire and its six iconic, global brands are driven by passionate team members with a collaborative, innovative spirit and a desire to use technology to create memorable, flavorful experiences for our guests worldwide.

At Inspire's Hyderabad Support Center, you'll get the opportunity to learn and grow with us. What makes Inspire different in the way we approach technology is that we are building the capability to be extensible and scalable across our brands.

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level, not just at the top.

A supportive, inclusive environment is very important to us. Just as each of our brands are authentic and unique, we also encourage our team members to do the same. We're a stronger company because of it.

Join a company where we elevate each other and the communities we serve.