Project Spotlight: Monitoring & Resolving Online Ordering Failures Across QSR Systems
Project: Daily Log Monitoring, Error Resolution & System Integration Oversight
Role: OLO Support Specialist / System Integration Analyst
Company: Lucas Systems, Inc.
Industry: QSR Technology Support | IT Operations | POS Integration
Tools Used: Internal Log Monitoring Systems, LucasOrderAgent, PDS, SQL Databases, XML/JSON Parsing Tools
The challenge
With online ordering (OLO) critical to daily operations in the quick-service restaurant (QSR) environment, order failures caused by integration errors, outdated routing data, or system sync issues can lead to missed revenue and disrupted service. Ensuring seamless data flow between POS systems and third-party ordering platforms requires continuous monitoring and fast, accurate resolution.
my role
I oversee daily OLO failure monitoring for Lucas Systems, ensuring that any breakdowns in order flow between third-party systems and in-store POS infrastructure are promptly addressed. Logs are delivered four times daily, and I take responsibility for identifying, diagnosing, and resolving issues before they impact operations.
What i did
- Monitor OLO failure logs multiple times per day to proactively catch and resolve ordering disruptions.
- Investigate errors by reviewing transaction data and log details—often working directly with XML or JSON to parse request/response payloads.
- Resolve issues by:
- Updating product lookup codes (PLUs) and routing configurations in restaurant databases.
- Restarting services such as PDS and LucasOrderAgent when syncs or communication errors occur.
- Verifying menu structures and ensuring consistent IDs across systems.
- Document all actions taken, root causes, and resolutions to maintain operational transparency and support long-term system reliability.
The outcome
- Help maintain high uptime and reliability of third-party ordering integrations across all supported locations.
- Strengthen cross-system consistency and data accuracy through daily investigation and proactive system corrections.
- Continuously build expertise in QSR menu logic, API-based ordering platforms, and IT infrastructure monitoring.
- Contribute to long-term process improvement by identifying recurring failure patterns and potential automation opportunities.