As the Sr. 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. Responsible for managing internal and external resources as well as client and vendor relationships. This role ensures high levels of system availability, customer satisfaction, and optimal usage of hardware and software resources. He/she will lead the research, planning, design, implementation and support of the Inspire retail networks for all brands.

RESPONSIBILITIES:

Lead the design, implementation, and ongoing maintenance of the retail network infrastructure (LAN, WAN, VPN, wireless)

Research and make decisions on software, processes, and partners to provide enterprise class support for Inspire Brands retail networks.

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 retail network operations and 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 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.

Partner with infrastructure, cloud, security, and application teams to ensure cohesive network integration across all retail systems.

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 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:

8 - 10 years personnel management and leadership experience

5+ years of technical management/administration of operational technology systems

Minimum 5 years as a Network Engineer/Admin in an operational capacity.

7+ years within the IT field in an enterprise environment.

Demonstrable history of success with customer service and interpersonal skills.

Restaurant, retail, or hospitality industry relevant experience a plus.

REQUIRED KNOWLEDGE, SKILLS OR ABILITIES:

Hands-on technical expertise with implementation and administration of platforms is required.

Demonstrated understanding of how to proactively identify and address operational technology needs.

General knowledge of identity management and information security best practices is required.

Hands-on experience with Microsoft Azure is required.

Experience with enterprise architecture and working as part of a cross-functional team to implement solutions.

Experience in handling production support incidents and lead the operations team to perform deep dive analysis work on RCA and implementing fixes.

Experience with Cisco / Meraki firewall, switches and wireless access points

Experience with Fortinet Security Fabric. (FortiGate, FortiAP, FortSwitches, FortiCloud, FortiManager, FortiADC, FortiAnalyzer)

Experience with Meraki MX Firewalls, MS Switches and MR AP’s

Experience with Cradlepoint

Experience with monitoring solutions: e.g. Splunk, Solarwinds, Opsramp

Experience with Jira, Confluence, Atlassian

Knowledge of CI/CD automation

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

DIRECT REPORTS:

Team of 5 Network Engineers

Inspire is a multi-brand restaurant company whose portfolio includes more than 33,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.

Sr. Manager, Retail Network

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