Observability & Service Management Engineer (Global Technology)
Join the McDonald’s team as an Observability & Service Management Engineer in the Global Technology Infrastructure & Operations (GTIO) team. Your role will enable us to operate with the highest reliability and scalability across our global systems.
We are an equal‑opportunity and diversity‑inclusive employer and we adhere to a strong EEO policy. We do not tolerate inequality, injustice or discrimination of any kind.
***About the role***
* Accountabilities
o Dashboards & Reporting (Grafana/New Relic)
+ Build and maintain product and service dashboards.
+ Own KPI/monthly reports and improve panel performance.
+ Partner with stakeholders to define meaningful metrics and present results clearly.
o Data Source & Log Integration (Loki/EC2/Cloud)
+ Configure and maintain data sources and visualizations from all data streams.
+ Troubleshoot ingestion and labeling to keep signals clean.
o APM/Infra Admin (New Relic)
+ Support account & user management, agent installations, and alert setup.
+ Monitor usage and cost reports; recommend optimizations.
o Pipelines & Data Hygiene (Cribl)
+ Assist with pipeline scripting and data movement.
+ Help maintain data streams and document patterns for reuse.
o Incident & Request Flow (ServiceNow)
+ Triage and update tickets related to observability tools.
+ Contribute to runbooks and ensure incident/alert mappings stay current.
o Enablement & Best Practices
+ Ramp up new teams on the platform and publish concise best‑practice guides.
+ Standardize folders, tags, and ownership to improve signal‑to‑noise.
Skills and Experience
* Experience with observability, SRE, Platform or DevOps (internships welcome).
* Hands‑on with at least two of: Grafana, New Relic, Cribl, Loki/LogQL, ServiceNow.
* Comfortable writing queries (Grafana transformations, LogQL, NRQL basics) and reading JSON/YAML.
* Familiarity with cloud concepts, basic Linux, Python and Java Scripting (must, intermediate level).
* Data engineering, modeling and transformation are a plus.
* Clear written communication; able to produce concise docs/runbooks.
Technical Skills
* Python
* SQL
* JavaScript
* Grafana
* New Relic
* Cribl
Nice to have
* Basics of Kubernetes/Istio (logs/metrics/traces).
* Prometheus/PromQL, CloudWatch or other Grafana data sources.
* Experience with workflow automations and cost governance.
* Exposure to data pipelines and log enrichment patterns.
Qualifications
* Experience working in an Agile team; industry recognized Agile qualifications a plus.
* Proficient with Microsoft Office, Jira and Confluence tools.
About the team
The GTIO team delivers modern technology that supports McDonald’s operations worldwide. We focus on networking, cloud, end‑user computing and IT service‑management.
People are at the heart of everything we do. We embrace diversity and are committed to creating an inclusive culture that lets everyone be authentic.
McDonald’s values inclusivity, service, integrity, community and family. We support community initiatives such as Ronald McDonald House Charities and our Youth Opportunity project.
We also offer flexible work arrangements and other benefits, including sabbaticals and tuition assistance.
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