Delta Air Lines, Inc. IT Operations Supervisor in Atlanta, Georgia

IT Operations Supervisor

Delta Air Lines is looking for a proven leader to lead its Critical Major Incident Management Desk located in the Technology Control Center within the Reliability Computer Center building. 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 IT Operations Supervisor will be responsible for providing 7x24x365 coordination, notification, escalation and resolution of all severe technology issues impacting the normal operations for Delta and Delta IT environments.

YOUR RESPONSIBILITIES IN THIS ROLE

  • Provide daily supervision and direction to the Situation Desk personnel.

  • Ensure the availability, performance, and operational integrity of the Information Systems and Networks serving the Delta enterprise.

  • Communicate the business impact and ensure the right resources are available and engaged to quickly resolve any technology issue.

  • Review support model and identify opportunities for continued process improvement.

  • Effectively communicate with the technical teams and Delta business areas.

  • Track open issues and escalate as appropriate to insure operational availability to promote continued success.

  • Correspond with Situation Desk personnel, OCC Solution Center, TCC Availability teams, Service Desk personnel and Reservation's NOC for daily operations status.

  • Provide additional status updates to business partners as required

  • Ensure activation of vendor escalation when required.

  • Facilitate Technical Conference Bridges as appropriate in the event of a "Priority 1/2" incident.

  • Keeps abreast of industry trends through benchmarking, participation in professional associations etc. in order to support the strategic business direction of Major Incidnent Management tasks/responsibilities

WHAT ARE WE LOOKING FOR? / WHAT EXPERIENCE DO YOU NEED?

  • BS/BA, preferably in a technical or scientific field.

  • 6 or more years of experience managing operational incidents in a data center environment.

  • 3-5 years managing a team through high pressure crisis events for a data center.

  • 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.

WHAT ELSE?

  • Strong leadership ability with a track record of developing people and achieving challenging objectives.

  • Experience with Global data center major incident management preferred.

Delta Air Lines develops both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and well-being

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