About the position
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 Tech Ops Support Desk Team within Technical Operations. Responsible for providing business assistance and support for incoming queries and issues related to Technical Operations, SCEPTRE, SAFE, APC, LMO, BLAST, and any other future Technical Operations' systems. This position also supports a customized working solution while trouble shooting problems and any application related issues. It provides system configuration support, open error logs, and works directly with end users to resolve and close them out.
Responsibilities
- Facilitates the development of solutions for complex compliance performance problems involving multiple issues or individual items
- Captures requirements, tracks and resolves application/operational issues and utilizes appropriate tools to solve these with minimal supervision
- Provides periodic support and training to team members
- Recommends user friendly solutions when appropriate
- Builds relationships and coordinates cross-functionally with all Business owners, operations, and locations
- Escalates significant issues impacting users for prompt resolutions
- Coordinates and facilitates root cause analysis for system defects that impact systems reliability
- Outlines containment activities and short term alternate solutions as stop gap until corrective action is fully implemented
- Seeks out action plans and recommends actions to improve operational performance
- Identifies and resolves high priority and high profile performance issues
- Provides support as an analytical resource
- Communicates system irregularities to the appropriate parties
- Interacts with Project Management and Business leadership teams to help set direction and determine priorities while working collaboratively with user groups
- Some travel required
- Must be able to work shift work and holidays in a 24/7 operation
Requirements
- High School diploma or GED equivalency
- 3 years' experience customer facing/service training and/or applied work experience
Nice-to-haves
- Some college or customer service training
- Knowledge of American Airlines, Supply Chain procedures with background in Inventory Control/Warehousing, Purchasing and Aircraft Maintenance
Benefits
- Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: Access to health, dental, prescription and vision benefits from day one.
- Wellness Programs: Programs providing tools, resources and support for personal well-being.
- 401(k) Program: Available upon hire with employer contributions after one year.
- Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more.
