Technology Operations Senior Analyst

Location: Atlanta Support Center, United States

Company

hirify.global is a multi-brand restaurant company operating more than 33,300 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

What you will do

• Lead Incident Management, Major Incident Management, and Problem Management for enterprise technology services and platforms.
• Act as Incident Commander, facilitate technical bridge calls, coordinate technical teams, vendors, and business stakeholders, and drive service restoration.
• Assess business impact, customer impact, risk, and service degradation during high-severity incidents.
• Create executive-facing incident notifications, status updates, impact assessments, summaries, resolution communications, and post-incident reports.
• Lead root cause analysis, coordinate corrective actions, manage problem records through closure, and support post-incident reviews.
• Improve ITSM processes, operational documentation, service dependency mapping, reporting, governance, and service reliability.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related field.
• At least 6 years of experience in a medium to large enterprise environment and in defining, implementing, and improving ITSM processes.
• At least 6 years of experience supporting Incident Management, Major Incident Management, and Problem Management.
• Experience leading incident bridge calls, coordinating cross-functional technical teams, facilitating root cause analysis, and driving corrective actions.
• Strong understanding of ITIL-based incident and problem management, system architecture, application dependencies, APIs, integrations, and end-to-end transaction flows.
• Strong analytical, troubleshooting, facilitation, decision-making, and executive communication skills, including experience with platforms such as ServiceNow.

Nice to have

• ITIL Foundation Certification or an equivalent ITSM certification.
• Experience with digital commerce, customer identity, integration, middleware, or enterprise platform environments.
• Experience with multi-brand organizations, shared services operating models, service analytics, dependency mapping, and continuous improvement programs.

Culture & Benefits

• Opportunity to support the stability and reliability of technology services used by major restaurant brands.
• Work across enterprise technology, business, vendor, and senior leadership functions.
• Contribute directly to operational excellence, service governance, and service reliability improvements.