Job Description

This position will work with a handled service provider to support multiple Oracle Cloud applications including SaaS & PaaS implementations. The position will play the role of a Service Admin Manager for Oracle Cloud application.

In the role of service admin manager the person will be responsible as the service owner to handle all admin activities needed on Oracle Cloud across SaaS & PaaS Oracle pods. In this role the person will be expected to attend meetings with the service providers and also conduct status meetings with all levels of partners.

Social skills are critical and you must be able to work effectively and efficiently with various teams (internal and external).

RESPONSIBILITIES

This role expects the resource to perform the following functions:

• Get along with business, functional and technical teams on a periodic basis
• Standardization and Continuous Improvement of Support process and procedures in review with Service Provider
• Ensure compliance to audit procedures
• Frequent tracking, review and reporting on ticket progress and alignment to CPIs and critical metrics
• Interpret, explain and document changes in process requirements into ITSM process documents
• Provide traceable landmarks/ETAs to customers on tickets (build project plan when needed)
• Ensure RCA is completed on time and follow through on ETAs for action items to ensure permanent resolution is completed on time.
• Responsible for on time delivery to customer by involving McDonalds SME teams as necessary
• Assist QA team with testing and review test strategy to ensure completeness
• Work with Oracle SaaS/PaaS support teams on production incidents and adhere to SLA guidelines set within team
• Implement and Configure cloud management service
• Supervise/Manage/Co-ordinate cloud management service
• Approve/Deny Change requests for Cloud Management service modifications
• Implementing masking scripts
• Ensuring SOD based role and privilege definitions for Oracle applications in various PODs
• Migrate all technical objects/code to various Oracle Cloud PODs
• Co-ordination with SaaS provider on Load balancing
• Co-ordinate, evaluate and implement new cloud computing technologies (auto-scaling, CICD etc.)

Qualifications

• Bachelor’s Degree in technology related area (ex. IT, IS)
• Held a Service Delivery Manager or equivalent position for at least 2 years
• Generate reports out of ticketing tool and work with governance team to confirm alignment to CPIs and critical metrics
• 2 years’ experience working with a managed service provider
• Experience with Vendor application (e.g., Sumtotal, Oracle Discoverer, Lawson Payroll, etc.) configuration tools, Oracle EPM - ARCS, EPBCS and/or FCCS

Additional Information

McDonald’s is committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs. Additionally, if you (or another applicant of whom you are aware) require assistance accessing or reading this job posting or otherwise seek assistance in the application process, please contact recruiting.supportteam@us.mcd.com 

McDonald’s provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Nothing in this job posting or description should be construed as an offer or guarantee of employment. 

Your information will be kept confidential according to EEO guidelines.