Site Reliability Engineer II

Description: Company Description: In December 2018, Pizza Hut acquired QuikOrder, a leading online ordering software and service provider for the restaurant industry, in order to improve Pizza Hut's ability to deliver an easy and personalized online ordering experience and accelerate digital innovation across 6,000+ restaurants in the U.S. Combined with Pizza Hut's already existing powerhouse technology team, Pizza Hut Connect officially launched in August, 2019. This new entity is now home to all Pizza Hut U.S. technology talent and capability, spanning eCommerce, Restaurant Technology, Delivery Technology, Data & Analytics Technology. The formation of Pizza Hut Connect underscores the important role technology will continue to play in Pizza Hut's future growth, as well as our intentional focus on investing in technology talent and capabilities. The vision of Pizza Hut Connect is "to deliver the easiest experiences for customers, team members, and franchisees through rapid technology innovation."Job Description - Incident ManagerSummary: As part of the PHC Incident Management team, you will own monitoring, alerting, and overall incident management with a focus on technical application of troubleshooting based on an end-to-end understanding of the customer journey through the Pizza Hut eComm platform.Below are some high-level expectations in this role: Proactive monitoring, using tools such as Splunk, New Relic, Datadog, and others Troubleshooting and driving resolution of production incidents Facilitating and leading other teams when needed to resolve production issues Creating alerts, revamping, and handling alerts Managing Problem tickets and driving and facilitating other teams to resolution Raising awareness of incidents to managers Manage/lead executive-level incident communications Minimum Requirements: Experience in large enterprise Network Operations Center (NOC) with a focus on network surveillance and trouble ticket management. Experience in Incident, Problem and Change Management teams for large enterprises Experience in interacting with a demanding customer-base and ensuring credibility is maintained through solid delivery against commitments Strong deductive reasoning skill set and ability to drive complex troubleshooting Ability to maintain a professional demeanor and attitude while being assertive Ability to multi-task and make sound judgments in a fast-paced, high stress environment Ability to interact with people/groups of widely varying disciplines and backgrounds Ability to react to a dynamic environment Ability to remain calm and objective in a high-pressure environment Follows process and procedures that ensure Incident Management and Problem Management related action items are tracked and completed Adheres to the Incident, Problem and Change Mgmt. processes, policies and procedures Excellent English communication skills, with the ability to effectively interface across cross-functional technology teams and the business Preferred Requirements: ServiceNow experience Splunk Atlassian product (Jira, OpsGenie and Confluence) experience Responsible for the day to day operation of the restaurant. You are the leader of the store and are responsible to put together a great team to take care of each and every customer that walks through our doors. You are responsible for the financial well being of your operation and ensuring that your team upholds the standards set by Pizza Hut. Requirements Excellent leadership and communication skills Ability to handle any and all concerns that may arise from customers and crew members. Ability to work well with vendors and maintain strong relationships. Ability to coach and correct when a standard is deviated. Ability to inspire confidence in those around you. Ability to maintain the financial well being of your operation by meeting food cost and labor goals in addition to good P&L awareness to all other line items. Ability to break down a P&L to find deviations or anomalies from prior period or prior year. Ability to show empathy and understanding when a customer concern should arise. Ability to keep your cool in stressful situations and inspire confidence during busy peak periods. Ability to multi-task Ability to stand on your feet for 8-10 hours without rest. 6 day work week 50-55 hours per week including 9 peaks. Three nights of which two must be a close. -

Created: 2025-11-15