Manager - Back Office Solutions

The Manager - Back Office Solutions is a trusted expert within the Wendy's IT team and is responsible for supporting, installing, monitoring, enhancing and designing solutions within technology concepts that are currently implemented in a Wendy's restaurant, or may be implemented in the future. This role will primarily focus on Back Office and above store platforms/applications. This will require strategic coordination and communication with application third party vendors and support. This role will also interact regularly with Operations as the technical liaison for application development, product onboarding and change management support. In addition, this role interacts with aspects of Master Data Management applications and the POS solution. To include solutions that will/would integrate to them, such as: digital menu boards, mobile platforms, etc. Responsible for key application of the defined security and network best practices, in partnership with Network and Security team, for assigned technologies. This role will collaborate with, coach and guide third party vendors used by Wendy's and will give feedback on optimal vendor choices. This role will also oversee and ensure the investigation and root cause analysis of solution faults and will oversee and track issue escalation to internal and external subject matter experts as appropriate. Responsibilities

Directs team in the design and implementation of solutions which ensures high system availability and maximizes usage of all Information Technology resources.

Directs team in development of standard processes for systems/service implementation and maintenance, which minimize the impact on customer service and provide adequate backup/recovery capability. Ensures timely delivery of new capabilities.

Directs team in development of processes for monitoring performance of installed systems or services and takes corrective actions when necessary. Generates management reports as required.

Directs team in the development of processes for problem determination which ensures maximum systems/services availability and enhances the productivity of staff members.

Develops and utilizes change management standards and processes which ensures maximum customer service and enhances the productivity of staff members.

The expert for other IT staff members in the design and integration of critical restaurant solutions.

Works with and guides third party vendors to ensure their systems meet SLA agreements.

Solves complex issues for all systems implemented in the restaurant currently and in the future

Authority to implement changes to a process or procedure in order to increase efficiency.

Provides direct feedback, hire, fire, and coaching to both senior and junior staff members.

Provides direct to vendors and application usage.

Education: Bachelors Degree

Additional education information (major, etc.): Bachelor's Degree in Computer Science or related field strongly preferred

Related experience with a minimum of 8 - 10 years' experience in application engineer role. Minimum of 6 years' experience in restaurant technology, specifically, but not limited to: POS, OCD, DMB, Wi-Fi, Networking, Security (PCI), DMB, Headsets/Timers, Mobile Solutions

Expert knowledge of information technology functions, processes, operations, configurations, project management styles and methodology. System Testing and design.

Strong communication and analytical skills.

Expert knowledge of Windows OS, Windows Command Line, Windows Services, Windows Tasks, Windows Event/Log, Windows Registry, Batch Files, Command Files, Databases, SQL, Networking (TCP/IP, UDP Protocols), PCI - DSS, Web Browsers, and Internet Protocols.

Education: Bachelor's Degree

Travel: 30%

Pay Range: $114,000 - $200,000 Annually