about 1 year ago
Manager - Infrastructure Operations
Delta Air Lines is looking for a proven manager to lead its Technology Control Center. The Technology Control Center (TCC) provides Delta Air Lines and Delta IT end-users with a single point of contact for Information Technology problem resolution. The Technology Control Center (TCC) is an integral part of the IT Operations responsible for the 24x7 daily operations of Delta Air Lines Computer Network Systems, Voice and Data Systems and Applications. The Application Operations Manager will be responsible for providing 7x24x365 response, coordination and/or resolution of all severity application technology issues impacting the normal operations for Delta and Delta IT environments.
YOUR RESPONSIBILITIES IN THIS ROLE
Provide daily supervision and direction to personnel.
Ensure the availability, performance, and operational integrity of the Information Systems and Networks serving the Delta enterprise.
Communicate the business impact and ensure the right resources are available and engaged to quickly resolve any technology issue.
Review support model and identify opportunities for continued process improvement.
Effectively communicate with management, technical teams and Delta business.
Track open issues and escalate as appropriate to insure operational success.
Correspond with Duty Manager for daily operations status.
Act as the final authoritative decision maker for all high severity events in the operations environment 24 hours per day, 7 days per week.
Ensure the high severity event is being resolved in the most expedient manner to end the operational impact.
Ensure IT Senior Leadership is informed of high severity event and current status.
Provide additional status updates to business partners as required for critical incidents with airline operational impacts.
Ensure activation of vendor escalation when required.
Assist Crisis Management on Technical Conference Bridges as appropriate.
Assist Change Management to help provide go/no-go decisions for select RFC (Request for Change) requests.
Keeps abreast of industry trends through benchmarking, participation in professional associations etc. in order to lead strategic business direction of Department.
WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?
BS/BA, preferably in a technical or scientific field.
6 or more years of experience managing operational incidents in a data center environment.
3-5 years managing a team through high pressure crisis events for a data center.
Ability to communicate complex problems and plans in a poised, creative and composed manner, whilst demonstrating a passion for delivering Change.
Experience and ability to engage and collaborate with Delta Air Lines business management and leadership teams with an approach that results in greater value to and engagement with our business.
Able to communicate and work effectively and collaboratively at all levels or our organization and within IT and business leadership.
Strong leadership ability with a track record of developing people and achieving challenging objectives.
Experience with Global data center crisis management preferred.
Experience with applications management tools such as Dynatrace and SiteScope.
Working knowledge of CMDB technologies, ServiceNow or similar ITSM management suite.
Messaging and Middleware technology experience and operational support leadership.
Solid vendor management experienced, including offshore team resource management.
Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being.