Lead Technology Operations Analyst, Payments - BWW (Payments)

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 cross-functional technology operations for payments, point-of-sale, system integrations, restaurant technology, service desk, and deployment capabilities.
• Design and improve operational processes, runbooks, automations, technical workflows, and support procedures.
• Coordinate vendors, manage performance and roadmaps, support commercial engagements, and ensure contractual and service-level commitments.
• Perform advanced triage, troubleshoot hardware, software, integrations, and deployment issues, and partner with engineering and help desk teams.
• Plan restaurant technology deployments, including scheduling, inventory staging, shipping, hardware installation, validation, rollback planning, and post-deployment reviews.
• Mentor peers and service desk agents while improving KPIs, incident response, root-cause analysis, and customer satisfaction.

Requirements

• Seven to ten years of progressive relevant IT experience, including system configuration and implementation.
• Strong knowledge of relevant applications and technical platforms, Microsoft operating systems, Microsoft Office, and at least one additional operating system such as iOS, Android, or Linux.
• Expert knowledge of ITSM frameworks such as ITIL and experience supporting geographically distributed locations.
• Experience building business and technical requirements and working with integrated payment, POS, restaurant, and deployment technologies.
• Hands-on ability to create, debug, and update scripts, including PowerShell and Python, and work with APIs and remote deployment tools.
• Strong customer service, communication, organization, leadership, stakeholder management, and team development skills.

Nice to have

• Bachelor’s degree.

Culture & Benefits

• Full-time role supporting a large portfolio of restaurant brands.
• Cross-functional collaboration with marketing, operations, shared services, engineering, networking, security, and service desk teams.
• Opportunity to improve technology capabilities, automation, service quality, and business outcomes across restaurant operations.