• Demonstrates strong technical knowledge and experience independently, or with little assistance
• Analyze issues, diagnose problems and expeditiously determine and implement resolutions.
• Ensures that preventative maintenance activities are performed by following or developing installation, upgrade, and/or configuration documentation
• Follow change control procedures, and test changes in non-production environments
• Develop back-out plans and monitor infrastructure systems for possible performance issues, security issues, application issues and system issues.
• Engages in cross-departmental discussions and demonstrates collaborative teamwork to enable timely identification and resolution of issues.
• Respond promptly to possible production issues impacting security and system availability that could result in patient safety issues.
• Confirms infrastructure systems software and components are properly installed
• Maintain and support multiple platforms evidenced by well-functioning systems and continuous communication with supporting vendors regarding updates and problem resolutions.
• Confirms documentation for all planned and implemented operating systems and systems software implementations/upgrades are complete and accurate including overall work plans, test plans, implementation schedules and blackout/recovery plans.
• Escalates events suggesting requirements for ongoing performance tuning, hardware upgrades and resource optimization
• Manage the monitoring environment, ensuring all service offerings are configured for proper event and capacity management visibility

Skills: Technical Proficiency, Problem Analysis and Resolution, Preventative Maintenance, Change Management, Performance Monitoring, Cross-Departmental Collaboration, Production Support, Documentation Management

• Coordinates and drives restoration of service for major incident events
• Ensure that appropriate and timely global communications are sent to senior management, the business, and clients keeping them advised of the incident and the customer impact
• Develop and maintain reporting, metrics and analysis for IT
• Accountable for the efficient and effective execution of the major incident management process
• Participates and leads in major incident events
• Facilitate Change Management processes for internal ABC changes including running the change management call, ensuring all changes follow the correct process and escalating
• Own the ServiceNow Service Outage Tracker Suite and associated notification tools
• Implements improvements and strategies to support the objectives of the major incident process
• Ensures that the major incident management and associated processes are documented and maintained
• Participates in training, guides, and advises associates on the major incident management process
• Determine incident priority based on extracted information and known impacts
• During a major incident and actively document a detailed timeline including key milestones

Skills: Incident Management, Communication, Reporting and Metrics, Process Execution, Change Management, ServiceNow Proficiency, Process Improvement, Training and Advising

• Update truck software, and system-wide mass updates by using the Verifi web portal to trigger the update process.
• Set up new users in the Verifi web portal coming from requests from account managers.
• Conduct monthly customer account audits of Verifi web portal users.
• Set up new plants in the Verifi web portal coming from requests from account managers
• Enter new mixes and assign initial mix curves in the Verifi web portal coming from requests from account managers.
• Capture appropriate information in the Verifi web portal with issues and pass it along to necessary individuals.
• Research issues with loads and trucks in the Verifi portal like slump and fluid addition issues and specific requests from account managers.
• Analyze data for issues and notify appropriate individuals when problems occur.
• Provide reports and analysis to Verifi Program Managers.
• Act as a key point of contact for business and IT executives during and after major Incidents
• Participate in meetings with staff and executives to discuss problem management items including post-incident reviews, root cause analysis, and remediation planning

Skills: Software Updates, User Setup, Account Audits, Data Entry, Issue Capturing, Issue Research, Data Analysis, Report Generation

• Respond to high volume/high complexity inquiries from Restaurant Operators and Above-Store Support, based on Level, across all restaurant equipment and functionality using the system to gather information, triage, and resolve issues.
• Completes detailed reports regarding the request and steps taken to resolve technical issues.
• Monitors progress and follows up on open incidents/requests to ensure issues are resolved timely.
• Provides support related to maintenance services dispatch, status checks, and after-hours page outs.
• Provides end-to-end support for all Restaurant unit disruptions that involve partial or full closure.
• Provides support, based on Level, for Point of Sale and Back Office System reimages and rebuilds.
• Provides support, based on Level, for all Quality Assurance issues (product quality, temperature issues, food safety, and distribution).
• Directs unresolved issues to the next level of support personnel.
• Develops and refines the Contact Center’s Knowledge Base, Work Instructions, and Standard Operating Procedures related to all technical issues and technology.
• Tracks and resolves incidents and service requests as well as analyzes trends and provides accurate reports of findings.
• Promote cross-functional relationships with other technology support teams to facilitate timely responses and resolutions.
• Facilitate Change Management processes for internal ABC changes including running the change management call

Skills: Issue Resolution, Report Generation, Incident Monitoring, Maintenance Dispatch Support, Emergency Response Coordination, System Reimaging, Quality Assurance, Change Management Facilitation

• Own the ServiceNow Service Outage Tracker Suite and associated notification tools
• Implements improvements and strategies to support the objectives of the major incident process
• Ensures that the major incident management and associated processes are documented and maintained
• Participates in training, guides, and advises associates on the major incident management process
• Determine incident priority based on extracted information and known impacts
• During a major incident; actively document a detailed timeline including key milestones
• Act as a key point of contact for business and IT executives during and after major Incidents
• Participate in meetings with staff and executives to discuss problem management items including post-incident reviews, root cause analysis, and remediation planning
• Manage the monitoring environment, ensuring all service offerings are configured for proper event and capacity management visibility
• Provides governance, functional goal definitions, and critical success factors for the major ITIL processes focusing on Continual Service Improvement (CSI)
• Remains updated on the latest ITIL industry standards

Skills: ServiceNow Proficiency, Incident Management, Process Improvement, Documentation, Training and Advising, Incident Prioritization, Timeline Documentation, Executive Communication

• Experience in a contact center environment, including having general familiarity with schedule management processes and KPIs such as adherence
• Basic proficiency with Microsoft Office applications
• Strong communication and collaboration skills
• Prior experience working on a real-time adherence or command center team
• Ability to prioritize multiple concurrent demands and strong problem-solving skills
• Ability to work both independently and as part of a team effort
• Quick learner who will learn new systems or processes
• A highly motivated individual who takes full ownership of responsibilities and is a responsible team member
• Excellent oral and written communication skills.
• Strong organizational ability and attention to detail
• Experience in Lean processes / Data Analytics 

Qualifications: BA in Business Administration with 7 years of Experience

• Experience and knowledge of change control principles, methodologies, and tools
• Knowledge of security standard methodologies and operating system patching
• Scripting or basic development language skills to automate common tasks
• Solid technical skills, including desktop technology, basic TCP/IP networking, and basic SDLC understanding
• Experience in a production support or client services role, financial services
• Ability to work and adapt effectively in a fast-paced, fluid environment, meet tight deadlines, and consistently produce error-free work
• Strong ability to communicate, Excellent interpersonal and analytic skills
• Excellent written and oral communication skills with ability to speak authoritatively to various audiences
• Ability to present material clearly and concisely
• Use of discretion in confidential matters
• Advanced skill in Microsoft: Windows Operating Systems, Office Suite versions, and Visio. 

Qualifications: BA in Network Administration with 3 years of Experience

• Independent self-starter, detail-oriented, organized, and ability to multi-task
• Effective time management,  proactive, critical analytic thinking and problem-solving skills
• Ability to identify and apply innovative solutions to complex situations
• Experience using Microsoft Office and GIS applications
• Experience with a strong understanding of business resiliency and intelligence practices
• Experience in incident and crisis management at a global organization
• Background in intelligence gathering, analysis, and reporting, and a strong knowledge and interest in geopolitical issues and security affairs
• Strong understanding of security operations concepts
• Strong understanding of basic computer applications and data management
• Capable of working independently and as part of a team
• Exhibit and drive a sense of urgency, responsiveness, and credibility

Qualifications: BA in Computer Science with 6 years of Experience

• Must be flexible for extended hours and/ or shift work
• Proven complex technical problem-solving skills
• Have experience working in a Network Operations Center (NOC) or Security Operations Center (SOC
• Knowledge of multiple computing resources, e.g., servers, storage, network, security appliances, etc.
• An in-depth understanding of 24/7 production operations and adherence to SLAs
• Ability to partner with technical and non-technical roles within and outside the department
• Must demonstrate a strong sense of urgency in solving end-user issues
• Must be able to minimize downtime by rapidly diagnosing and resolving problems
• Be able to track and document information regarding troubleshooting techniques
• Detail-oriented with a proven ability to prioritize and complete multiple tasks concurrently and within deadlines
• Maintain a high level of teamwork and communication

Qualifications: BA in Cybersecurity with 4 years of Experience

• Well-organized, effective written, verbal and presentation skills
• Ability to understand and communicate technical information to non-IT personnel
• Proficiency with the Microsoft Office suite: Word, Excel, Outlook
• Knowledgeable of networking concepts and components (DNS, DHCP, NAT, firewall, web filters, switches, routers, etc.)
• An elementary understanding of the departmental structure and policies of Whataburger Restaurants LLC
• CompTIA A+ required for levels 2-3
• HDI-Support Center Analyst required for levels 2-3
• CompTIA Network+ (or obtained within 180 days) for levels 2-3
• Have HDI-Support Center Team Lead,  HDI-Knowledge Centered Support, CompTIA Security+, MCP, CCNA, or other related certification
• Able to work independently and contribute as a team player.
• Good deductive reasoning and problem-solving ability.

Qualifications: BA in Information Technology with 5 years of Experience