Problem Manager/Sr Problem Manager, IT Service Management (Phoenix, AZ, US)

Location: Regents Centre North (PHX-52N1) 
Additional Locations: None
Requisition ID: 39128 

Intro

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!

Why you'll love this job

• This position is responsible for driving high priority incident resolution efforts, root cause analysis and problem remediation, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. The individual will provide leadership to various technical teams to guide them in their efforts during high priority ongoing incidents and problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.

What you'll do

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.

• Responsible for decisions related to prioritization and escalation of major production incidents, technical and business communication on outages and continuous improvement scoping and prioritization.
• Hosts Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
• Manages the life cycle of all Problem records from Incident to root cause investigation. Owning the process of seeing this through to permanent problem resolution and closure.
• Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
• Conducts QA around Problem Management validation of known error resolution and final validation, protecting the production environment.
• Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
• Engages on ITSM projects and any related initiatives with little to no supervision.
• Possess project delivery skills and experience working directly with stakeholders, customers, and clients.
• Facilitates the discussion between Problem owners and the infrastructure teams in order to apply lessons learned through root cause analysis to outline objectives that can be completed in order to design more resilient systems.
• Owns the Problem Management process, prioritizing with business stakeholders and ensuring the most critical incidents are addressed timely and successfully restored.

All you'll need for success

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
• 3 years of relevant experience with Incident, Problem Management as well as process improvement in a technology organization

Preferred Qualifications- Education & Prior Job Experience

• 5+ years of relevant experience with Incident, Problem Management as well as process improvement in a technology organization

Skills, Licenses & Certifications

• ITIL v3/2011 Foundation certification, with preference for advanced Intermediate certification in ITIL's Service Operations or Operational Support and Analysis certification
• Thorough understanding of ITIL/ITSM processes with deep knowledge of the various ITSM stages, including but not limited to: Incident Management, Problem Management, Change Management, Configuration Management, Knowledge Management, Release and Deployment Management, Service Catalogue Management, Availability Management, Continuous Improvement, Service reporting and KPIs.
• Broad understanding of all aspects of applications and infrastructure components.
• Proficient in various tools relating to the management of Incident, Change, Problem, Knowledge Management and reports.
• Knowledge of Risk Management, Compliance, Audit, Information Security and Technical Privacy.
• Extensive background in measurements of IT, services, deliverables and inputs
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
• Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership

What you'll get

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

Feel Free to be yourself at American

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: None
Requisition ID: 39128 

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