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Incident Resolution Specialist

2 months ago

Chicago, Illinois, United States McDonald's Full time
Defect Management and Release Coordination

We are seeking a skilled professional to join our US Technology Team as a Defect Management and Release Coordination specialist. This role will be responsible for overseeing the entire defect management process, from identification to resolution, and ensuring seamless coordination with development teams.

Key Responsibilities:
  • Define and refine the defect management process, ensuring alignment with business objectives.
  • Manage issue tracking and coordinate remediation of issues with development teams.
  • Oversee the end-to-end defect management process, ensuring proper hand-offs and coordination between project teams.
  • Establish defect resolution metrics to quantify progress and identify areas for improvement.
  • Manage the prioritization of defects and queue workload for Development teams, including identification of capacity constraints.
  • Triage defects, assign to the appropriate action owner, and accelerate progress.
  • Responsible for ensuring defects are tracked and monitored regularly.
  • Facilitate recurring conference calls to triage issues with working teams.
  • Maintain and manage defect backlog.
  • Produce regular progress reports against defects KPIs and make recommendations to the Test Manager and Product Owner.
  • Analyze and report on defect trends to identify root causes and areas for improvement.
  • Conduct root cause analysis and produce reports; implement mitigating actions to prevent reoccurrence.
Project Management and Coordination
  • Planning, scheduling, coordinating, and managing all aspects of POS & Kiosk software development, including the development and maintenance of comprehensive release plans.
  • Lead/facilitate all sprint In-release planning activities and standup sessions.
  • Maintenance/management of release scope and timelines.
  • Creation of Key Performance Indicators (KPIs) by release/phase.
  • Assist in defining Software Quality Service Level Agreements (SLAs).
  • Coordinate the release schedule and resources required, depending on third-party applications, defect backlogs, planned releases, and infrastructure updates.
  • Monitor and track progress against release plans, identify risks and issues, and implement mitigation strategies as needed.
  • Continuously improve release management processes and tools to enhance efficiency and effectiveness.
  • Communicate release status, progress, and issues to stakeholders, including senior management.
  • Define Entrance & Exit/Success criteria for all phases of Development & Testing.
  • Work with Operations/Field teams to understand business needs and their best practices.
  • Maintain Project status reporting.
  • Compile historical data to confirm current team performance and forecast upcoming efforts.
  • Lead Daily/Weekly Project status review sessions.
  • Conduct new feature training/demonstration sessions for key stakeholders.
  • Work with Pilot team to plan Field Testing efforts.
  • Lead all Release/Project close-out activities.
  • Conduct Release/Build retrospectives to assist in the development and implementation of Shift Left Methodologies.
  • Lead, coach, and empower project team members on a proactive basis.
  • Identification/removal of roadblocks that could negatively impact the Software Development Life Cycle efforts.
  • Foster a culture of collaboration, accountability, and continuous improvement within the release management team and across the organization.
  • Develop tools and best practices for project management and execution (Lessons Learned).

Requirements:

  • 3+ years of professional experience in technology project management, with a focus on Defect Management.
  • Strong and proven understanding of software development lifecycle (SDLC) methodologies, including Agile and Waterfall.
  • Strong analytical and problem-solving skills.
  • Experience in defining and implementing defect management strategies, including defining severity and priority levels.
  • Knowledge/experience of using defect management tools such as JIRA and reporting tools such as Power BI (Preferable).
  • Ability to multi-task and handle numerous projects and tasks concurrently.
  • Experience with process documentation and leading cross-functional projects.
  • Quick Service Restaurant (QSR) Point of Sales (POS) experience (Preferable).
  • Strong collaborative skills and ability to adapt their means of communication for both written and oral and engage in active listening.
  • Strong leadership, communication, and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
  • Proven ability to effectively self-direct, manage, and prioritize multiple projects/issues with a high degree of complexity in a fast-paced and constantly evolving environment.
  • Proficient in Project Management/Tracking via MS Project & Smartsheet and MS tools such as Word, Excel, PowerPoint, Publisher, and Teams.
  • Ability to manage time effectively based on prioritized efforts.
  • Certifications such as PMP, ScrumMaster, or ITIL are a plus.
  • Ability to solicit and communicate business expectations and build strong client and partner relationships.
  • Experience collaborating with offshore development teams and managing distributed projects.

McDonald's is an Equal Employment Opportunity Employer

We are committed to providing qualified individuals with disabilities reasonable accommodations to perform the essential functions of their jobs.

McDonald's provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex, sex stereotyping, pregnancy (including pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), race, color, religion, ancestry or national origin, age, disability status, medical condition, marital status, sexual orientation, gender, gender identity, gender expression, transgender status, protected military or veteran status, citizenship status, genetic information, or any other characteristic protected by federal, state, or local laws.