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Job details:
About McDonald’s:
One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.
Role - Manager, Service Management (Case, Issue, Incident)
ROLE DESCRIPTION:
We are seeking a Case Management (Issue /Incident) Manager to join the Enterprise Service Management (ESM) team to support the day-to-day execution and continuous operation of enterprise case management. This role will focus on issue and incident handling across Global Business Services (GBS)–enabled services.
As a strategic partner to Global Technology and Service Now teams, this role ensures cases, issues, and incidents are captured, categorized, routed, and resolved in a consistent manner that is aligned to enterprise standards and service expectations. The Manager partners closely with Functional Service Owners, and Service Now Platform teams to enable transparency, timely resolution, and continuous improvement. This role offers exposure to deep platform expertise, cross-functional leadership, and the change to build next-generation service delivery capabilities that reshape how our organization operates and serves its customers.
ROLE RESPONSIBILITIES:
Primary responsibilities:
- Execute and maintain enterprise case, issue, and incident management processes, ensuring consistent intake, triage, categorization, and resolution practices
- Partner with Functional Service Owners and service delivery teams to coordinate issue and incident handling across functions
- Monitor case, issue, and incident volumes, aging, and resolution trends and surface insights, risks, and systemic themes
- Support the preparation of case and incident reporting, including operational metrics, trends, and recurring issue analysis
- Coordinate with Service Performance and Service Experience teams to ensure case insights inform performance reviews, experience improvements, and root cause analysis
- Support cross functional issue resolution by facilitating communication, follow ups, and escalation when required
- Maintain case taxonomy, categorization standards, and documentation to ensure accuracy and comparability across services
- Partner with platform teams to support reliable execution of case and incident workflows within enterprise tools (e.g., ServiceNow)
- Identify recurring issues and contribute input toward continuous improvement and problem reduction initiatives
SKILLS & EXPERIENCE:
- Bachelor’s degree required
- 5–8 years of experience in case management, incident management, service operations, or shared services support roles within a global organization
- Strong understanding of case, issue, and incident management workflows in enterprise service environments
- Experience working with enterprise service platforms such as ServiceNow
- Strong attention to details with the ability to manage structured data and documentation at scale
- Ability to work collaboratively across functions to gather inputs, validate service information, and enforce quality standards in a structured yet flexible manner
- Strong, professional interpersonal and communications skills, both verbal and written
- Highly organized, proactive, and comfortable operating in fast paced environments
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