IT Business Systems Analyst

About the position

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.

Responsibilities

• Central point of contact to manage coordination, notification and resolution of incidents and outages.
• 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.
• 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.
• Review RFC (Request for Change) reports provided by Change Management in order to ensure all changes with potential operational impact are reported to the OCC and Service Desk Leads.
• Provide primary facilitation duties during the daily Operational Briefing status calls.
• Monitor all OCC Briefings (as required by the TCC Duty Manager).
• Initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages.
• Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes.
• Supportive Liaison between Support Groups on the TCC floor by providing proactive leadership and escalation support to quickly resolve incidents and outages.
• Assist escalation when needed to prevent the incident degradation and/or outage.
• Keep Shift Briefings current and accurate throughout the shift and ensure that all information regarding the incident including business operational impact is constantly updated and communicated.
• Maintain updates to the TCC Ops video wall screens.
• Assist with 911 (811) Delta Crisis Management Notification Process.
• Provide support for OCC and TCC Disaster Recovery Paging notification Procedures.
• Keep customers updated during outages.
• Verify customers' recovery and normal operations after the impact has ended.
• Add configurations to CA Spectrum and UIM with monitoring tools.

Requirements

• BS/BA, preferably in a technical, scientific or Communications field.
• 6 or more years of experience managing operational incidents in a data center 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.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces a diverse set of people, thinking and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

Nice-to-haves

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