Associate Administrator, IT Situation Center (Phoenix, AZ, US)

Location: Regents Centre North (PHX-52N1) 
Additional Locations: None
Requisition ID: 28709 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Information Technology Team, within the Information Technology Division. The AA IT Situation Center (GSC) is a 24x7x365 team that is responsible for early detection of potential IT related incidents to prevent impact and reduce MTTR, provide data to Situation Management to assist in the determination of impact and severity, enrich data in the various tools we leverage, and participate in review of priority incidents to identify areas for improvement to drive early detection and response.

 

Specifically, you’ll do the following:

• Handles incoming phone calls to GSC hotline from application teams, support teams, or vendors
• Gathers details from phone calls to properly assess impact and provide to Situation Management
• Watches for and evaluates alarms from the various tools
• Assists Situation Management with Severity calls
• Leverages tools to engage necessary teams
• Keeps detailed timelines of events that occur during a Severity incident
• Assists in building the appropriate knowledgebase to leverage during situations
• Supports accurate and consistent technical and management escalation processes
• Engages in post situation analysis to identify root cause and areas for improvement
• Recognizes potential process improvement situations and drives change
• Works varied and flexed hours, including nights, weekends, and holidays, as needed to support the operation

Qualifications

Required Qualifications

• Associate’s degree in Computer Science, Information Systems, Engineering, Technology, or related field or equivalent experience/training
• Experience with Dynatrace, Splunk, Cherwell, New Relic Synthetics, Moogsoft, CA Spectrum, HP Sim and HP OneView
• Experience with scripting languages, such as Powershell, Perl, and Javascript
• Knowledge of basic application monitoring tools and functions
• Demonstrated initiative, flexibility, and ability to adapt to changing priorities and work environments
• Ability to build, cultivate, and promote strong relationships with internal customers at all levels of the organization, as well as with IT counterparts, business partners, and external groups
• Ability to handle operational issues effectively and understanding escalation, communication, and crisis management
• Ability to efficiently diagnose an issue, as well as propose and implement a solution
• Ability to draft and formalize technical documentation
• Ability to work independently and manage one’s time to meet commitments and expectations
• Ability to effectively prioritize multiple projects simultaneously
• Ability to support and manage technical environments
• Ability to adapt to unexpected events, new facts, and rapidly changing circumstances
• Ability to thrive in a sense-of-urgency environment and leverage best practices

Qualifications (Continued)

Preferred Qualifications

• Airline experience
• Ability to effectively communicate both verbally and written with all levels within the organization
• Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups
• Ability to influence through outstanding interpersonal skills, collaboration, and negotiation skills
• Ability to work well within a team environment, as well as independently

Additional Locations: None
Requisition ID: 28709 

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