IT Business Systems Analyst, Technology Control Center

About the job

How you'll help us Keep Climbing (overview & key responsibilities)

Delta Air Lines is looking for a proven leader in its Major Incident Management Situation Desk role located in the Technology Control Center. The Technology Control Center (TCC) provides Delta Air Lines and Delta IT end-users with a single point of contact for Information Technology problem resolution. The Technology Control Center (TCC) is an integral part of the IT Operations responsible for the 24x7x365 daily operations of Delta Air Lines Computer Network Systems, Voice and Data Systems and Applications. The Critical Incident Situation Desk Analyst will be responsible for providing 7x24x365 coordination, notification, escalation and resolution of all severe and potential high impact technology issues impacting the normal operations for Delta and Delta IT environments.

• Central point of contact to manage coordination, notification and resolution of incidents and outages. Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes and ensure accurate incident tracking and management within ServiceNow. (Clean up, archive, organize folders etc.,)
• Monitor and ensure the proper documented updates for all incidents to include but not limited to the incident problem description, categorization, resolution and business/operational impact information. Must be proficient in PowerBI and Dashboarding/Reporting skillset.
• Liaison to the TCC Duty Manager working as the focal point for all operational issues by quickly engaging and escalating to the appropriate support teams. Maintain open and accurate communications with all Support Teams located (physically and/or virtually) on the TCC floor.
• Initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages.
• Maintain communication with key stakeholders of critical updates.
• Engage AI capabilities to automate and streamline technology response capabilities.
• Keep customers updated during outages. Verify customers' recovery and normal operations after the impact has ended.

Benefits and Perks to Help You Keep Climbing

At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all our customers during their travels with us and aim to deliver an elevated experience.

Delta is focused on sustaining a strong IT operation, growing our capabilities, and maximizing optimization across each of our tech hubs to elevate the travel experience for our customers and empower our 90,000 Delta people.

We’re committed to fostering innovation, and we’re excited to invite you to be part of our journey as we shape the future of technology at the world’s best airline!

Benefits and Perks

• Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
• Competitive salary, industry-leading profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 9%
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31)
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period
• 10 paid holidays per calendar year
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave
• Non-birthing parents are eligible for 2-weeks of paid parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• Career development programs to achieve your long-term career goals
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Recognition rewards and awards through the platform Unstoppable Together
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare

What you need to succeed (minimum qualifications)

• Is at least 18 years of age and has authorization to work in the United States.
• Possesses a high school diploma, GED, or high school equivalency.
• Embraces diverse people, thinking, and styles.
• Consistently prioritizes safety and security of self, others, and personal data.
• BS/BA, preferably in a technical, scientific or Communications field
• 6 or more years of experience managing operational incidents in a data center environment.
• Demonstrated experience using ServiceNow for Major Incident Management, incident tracking, workflow management, documentation, reporting, and escalation activities in a 24x7x365 operational environment.
• Ability to communicate complex problems and plans in a poised, creative and composed manner, whilst demonstrating a passion for delivering change.
• Experience and ability to engage and collaborate with Delta Air Lines business management and leadership teams with an approach that results in greater value to and engagement with our business.
• Able to communicate and work effectively and collaboratively at all levels in our organization and within IT and business leadership.
• Strong leadership ability with a track record of developing people and achieving challenging objectives.
• A keen sense to recognize any potential adverse effects to the Delta Brand and act proactively to avoid a negative impact
• Embraces a diverse set of people, thinking and styles.

What will give you a competitive edge (preferred qualifications)

• Experience with global data center support - Major Incident Management preferred