Analyst/Senior Analyst, IT Production Support (Ft Worth, TX, US)

Location: Integrated Operations Ctr (DFW-SV02) 
Additional Locations: None
Requisition ID: 48981 

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 on a team that supports the Integrated Operations Center (IOC) 24/7. It serves as an on-site communication and collaboration liaison between the Integrated Operations Center (IOC) operations groups and IT during the daily operation of the airline.
• The primary focus is on IOC incident management and daily change monitoring but the position is also available at all times for IT questions from the IOC Director and MODs as well as acting as an IOC IT Single Point of Contact for IT Delivery Teams, Flight Operations & Crew Technology teams, the IT Help Desk (ITHD), GSC and other IT service providers, as well as overall providing a more consistent support process for the IOC.

 

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.

 

• Manages internal communication and coordination during IT Severity 1 and 2 Incidents, to both IT and business groups 
• Manages coordination of service restoration during IT Incidents affecting the IOC operating applications
• Represents IOC IT Support team on IOC irregular operation (IROPSs) and Operational crisis calls
• Assists in performing administrative Service Management tasks, such as root cause analysis, service guide creation and updating and process improvements between delivery managers, IOC Desktop, and IT Help Desk (ITHD)
• Works closely with the IOC Desktop Team and ITHD on ticket creation and remediation and provides timely updates to the IOC Business on application outage tickets and IOC Desktop issues
• Manages daily coordination for scheduled IT Changes (including selected application validation before and after changes) with IT Delivery Teams
• Acts as single point of contact (SPOC) at the IOC for any IT group needing IOC and Crew  application impact assessment for changes and incidents, any IT inquiries on the state of the Airline Operation (IROPS, Emergencies, Delays, non-IT outages and disruptions), and any inquiries by the MODs or Director of IOC on the state of outages affecting the operations
• Coordinates closely with Enterprise IT Service Management (ITSM), ITHD, Global Situation Management (GSC), ITOC, Desktop Support and IT support groups on any day-of-operation needs
• Work weekends, nights and holidays and remains flexible with changes to work schedule

 

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 demonstrable technology experience

 

Preferred Qualifications- Education & Prior Job Experience

• Proficiency and demonstrated experience in programming/scripting languages such as Java, Python
• 2+ years of experience supporting IT Operations
• Experience supporting applications in the Cloud
• Experience with reporting tools such as Microsoft PowerBI, Tableau
• Experience with monitoring systems and tools like Moogsoft, Dynatrace or NewRelic

 

Skills, Licenses & Certifications

• Broad understanding of airline operations and familiarity with technologies and applications used in the IOC building (FOS, Telecom, Desktop,  Crew applications, operational tools) is preferred
• Ability to adapt to unexpected events, new facts, and rapidly changing circumstances, while maintain a calm, can-do attitude
• Ability to thrive in a sense-of-urgency environment and leverage best practices
• Ability to follow-up and follow-through on commitments and deliverables
• Strong organization, planning, and problem solving skills; must be detail-oriented
• ITIL v3 Foundation Certification or equivalent knowledge and expertise of ITIL principles preferred
• Experience with ITIL tools such as Service Desk Express, ServiceNow, Service Manager, Cherwell  or similar tool is desired

 

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: 48981 

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