Manager, IT Situation Management (Phoenix, AZ, US)
Location: Regents Centre North (PHX-52N1)
Additional Locations: Dallas/Ft Worth, TX
Requisition ID: 38533
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!
- This job is a member of the Information Technology Team within the Information Technology Division.
- Responsible for facilitating the communication during and resolution of a production situation that has impact to AA’s operations, employees or customers. The job is to recruit and develop shift-based personnel to operate in the Situation Management role. The job also includes working with other departments including the Incident, Problem, IT Helpdesk and other key departments to frame out and execute the full responsibilities of the Situation Management function. The Manager of this team is also responsible for fulfilling shift-work to ensure appropriate coverage as part of the normal weekly schedule.
- Drives the Situation Management process for critical situations within the expectations of the Incident and Problem policies and standards
- Develops and enhances the Situation Management product and onboarding process, and promotes maintenance of information needed to execute this function
- Defines and monitors key performance indicators; manages continuous improvement efforts with the goal reducing Mean Time to Repair (MTTR), operating costs and increasing effectiveness, availability and overall performance
- Develops and maintains processes to ensure agility and high quality of services provided
- Develops documentation for Situation Management
- Evaluates and forecasts financial/staffing needs to meet the needs and objectives of situational management
- Recognizes potential process improvement situations and drives change
- Trains situation managers, technical coordinators, and scribes for Situation Management
- Studies and understands the AA IT ecosystem
- Builds the appropriate knowledge-base to leverage during situations
- Supports accurate and consistent technical and management escalation processes
- Engages in post situation analysis
- Works extended hours based on the shift schedules as a member of the 7x24 team and based on the needs of the operation
- Travels, as required
Minimum Qualifications- Education & Prior Job Experience
- Associate's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
- 2+ years of IT leadership experience or equivalent
- 2+ years of Situation Management experience
Preferred 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
- 5+ years of IT leadership experience or equivalent
- 5+ years of Situation Management experience
- Airline industry experience, including business process and supporting technology
Skills, Licenses & Certifications
- 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
- Ability to recruit, develop and lead a 7x24 team, work cross-functionally, and build consensus on difficult issues, as well as demonstrated technical and business leadership
- Proficiency in handling operational issues effectively and understanding escalation, communication, and crisis management
- Demonstrated leadership skills under fast-paced, highly dynamic situations while developing others in the same skills
- Knowledge of basic application monitoring tools and functions
- Ability to draft and formalize documentation, work collaboratively to develop and enhance processes
- Strong organizational skills
- Ability to work independently and manage one's time to meet commitments and expectations
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
Requisition ID: 38533
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