The Staff Technology Operations Engineer oversees cross-functional teams to understand complex solutions and integrations, and drive releases to improve solutions. This role is responsible for delivering high‑quality Technology Operations outcomes across multiple domains by designing, executing, and continuously improving processes, automations, and technical capabilities. As a subject matter expert in at least two core areas, this position supports and advances Inspire Brands’ technology ecosystem by identifying improvement opportunities, optimizing existing solutions, and ensuring operational excellence across concurrent workstreams. The role collaborates closely with stakeholders, vendors, and engineering teams to enhance supported platforms, influence roadmaps, and ensure strong vendor performance. It requires a strong ownership mindset, the ability to troubleshoot complex issues, and a solid understanding of how technology connects across the organization. Additionally, this position mentors team members, ensures readiness for QA/UAT, drives effective ITIL/SDLC execution, and contributes to the ongoing evolution of tools, processes, and capabilities that support the business and its end‑to‑end commercial lifecycle.

RESPONSIBILITIES

• Effectively design, continuously improve, coordinate and complete all tasks necessary for successful execution, ensuring all assigned work is delivered on time using runbooks, automations, artificial intelligence, and established processes. Expert in two (or more) Technology Operations domains such as Point of Sale, Back Office Systems, Payments, Menu Systems etc., with strong knowledge in the remaining domains, across multiple concurrent workstreams, including but not limited an ownership mindset that leads to identification and solution recommendations for potential gaps, process improvement areas, innovative opportunities and continuous learning in your area and connecting areas of subject matter expertise.
• Strong understanding of remote deployment tools, software integration methodologies, SDLC and similar, including the capability to write, at a high level, the necessary scripting in company used languages (such as PowerShell and Python) and design and execute necessary API integrations to support owned platforms.
• Knowledge in, and of the uses of, Machine Learning, Artificial Intelligence and Robotic Process Automation. Effectively communicate with stakeholders as a subject matter expert, prevent errors, ensure success, and manage expectations.
• Clearly and accurately communicate with customers, stakeholders, engineering teams and leaders regarding supported technology, capability optimization and future capabilities as defined by role; including partnership to drive business needs forward.
• Own vendor relationships, heavily influence the vendor’s roadmap, drive & execute commercial negotiations, heavily influence commercial engagements and ensure vendors meet & exceed contractual, operational, and service‑level commitments, including continuous improvement.
• Mentor consistently all team members, to ensure they are successfully prepared for growth opportunities and have success throughout the employee lifecycle.
• Design, manage and/or execute Requests, Projects, Incidents/Cases, and Problems through designated ITIL/SDLC processes to ensure customers’ real-time visibility of service status.
• Perform necessary on reported defects to validate issues, identify configuration errors, and analyze provided logs to determine resolution paths. Execute resolutions, including partnership with help desk teams for ongoing support.
• Demonstrates comprehensive knowledge of the organization’s business model and the key drivers of Inspire and franchisee revenue and profitability.

EDUCATION AND EXPERIENCE QUALIFICATIONS

Strongly Desired: 4 Year Degree and/or Bachelor’s Degree in Computer Science or related field

• 10 to 12 years of progressive, relevant IT experience such as system configuration and implementation
• Expert knowledge of relevant applications and technical platforms
• Expert experience with Microsoft Operating Systems and associated software such as Microsoft Office
• Expert knowledge with ITSM frameworks such as ITIL
• Proficient knowledge of at least two other operating systems such as iOS, Android, Linux etc.
• Proven track record of supporting multi-modal and geographical disparate locations
• Practical experience in building business and technical requirements

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Excellent customer service skills. Empathetic; continually solve problems through the eyes of the user
• Proven track record of providing effective team leadership
• Excellent verbal, and written communications and presentation skills with an emphasis on being able to present technical topics in an easy-to-understand way for non-technical customers
• Extremely well organized (including good project and time management skills) and high attention to detail
• Strong partnering skills and a service leadership mindset are required
• Collaborate strongly with business partners, at all levels of the organization, with a service-oriented mindset
• Proven track record of team member development outside of formal channels