Manager, IT Operations (Phoenix, AZ, US)
Location: Regents Centre North (PHX-52N1)
Additional Locations: Dallas/Ft Worth, TX; Phoenix, AZ
Requisition ID: 37173
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
The Manager IT Operations implements and maintains IT Controls, defines and implements appropriate IT Operations processes and manages a team of IT Customer Service professionals with a strong focus on improving customer service levels. This position will have a “hands on” approach to managing the team and have direct involvement in installing, diagnosing, repairing, maintaining, and upgrading all IT and communications hardware and equipment.
This position will be responsible for the Operating System (Windows, Linux/Unix) team. The individual will anticipate and solve problems at an enterprise level for Midrange Services. The individual in this position must remain continuously aware of business, technical, architecture, and infrastructure issues and aid in the development of creative solutions, including the outsourcing of those solutions. This individual may be called upon to provide any level of project management for single or multiple projects.
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
- Partners with the appropriate business units and other IT groups to identify, develop and implement infrastructure solutions that enable the achievement of business strategies
- Meets regularly with business units to gain insight into business challenges and promotes appropriate infrastructure technology solutions to address these challenges
- Manages strategic vendor relationships for hardware, outsourcing, maintenance, and consulting related to the IT infrastructure efforts.
- Manages the procurement process for new infrastructure equipment and services
- Schedules the working hours and on-call pager duty of staff to provide optimal 24 x 7 application support
- Manages AA Shared IT Services (Network, Security, Engineering, Field Services, etc) relationships for efficient project execution and systems support
- Manages the IT support ticketing system to deliver exceptional customer service and performance
- Implements policies and procedures for IT service delivery that follow AA or Industry standards (Incident management, DR, EOSL, security, etc)
- Creates and manages physical and logical security, production change control, and user administration
- Responsible for their departmental and project financials and budgeting processes
Minimum Qualifications- Education & Prior Job Experience
- Bachelor’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
- 8 years of experience in information technology
- 4 years of leadership experience
- 3 years of experience managing direct reports
Preferred Qualifications- Education & Prior Job Experience
- Airline industry experience
Skills, Licenses & Certifications
- Experience in attracting, selecting, developing, and motivating individuals who can work as a team to meet deliverables and quickly overcome obstacles
- Proven 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
- Desired certifications
- CompTIA A+, Network+, ITIL, Server+, MCSE
- Ability to prioritize large list of potential projects within an environment of limited resources
- Ability to thrive in a sense-of-urgency environment and leverage best practices
- Ability to think strategically and use sound judgment and initiative in making decisions
- Ability to concurrently handle multiple responsibilities while working with others
- Excellent analytical, planning, and organizational skills
- Experience working with Agile project management methodologies and tools
- Thorough understanding of distributed systems architecture and exposure to multiple technical disciplines including:
- Unix, Linux and Windows
- Automation
- High-Availability, Redundancy, Clustering, Disaster Recovery, Load Balancing
- Cloud platforms, Virtualization
- Various on premise and cloud storage platforms
- Hardware platforms and Networking
Feel free to take advantage of all that American Airlines has to offer:
- Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
- Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
Additional Locations: Dallas/Ft Worth, TX; Phoenix, AZ
Requisition ID: 37173
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