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Analyst/Senior Analyst, IT Situational Management

Date: Dec 6, 2018

Location: Ft Worth, TX, US

Req ID: 25200

Location: AA Headquarters 1 (DFW-HDQ1) 
Additional Locations: None
Requisition ID: 25200 

Overview

Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

 

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

 

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

 

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

 

The job is to recruit and develop shift-based personnel to operate in the Situation Management role.  The job also includes working with other departments including the Incident, Problem, IT Helpdesk and other key departments to frame out and execute the full responsibilities of the Situation Management function.

 

Specifically, you'll do the following

  • Drives the Situation Management process for critical situations within the expectations of the Incident and Problem policies and standards
  • Trains other situation managers, technical coordinators, and scribes for Situation Management
  • Understands service level agreements, engagement process and urgency needed to engage teams during critical situations
  • Builds the appropriate knowledgebase to leverage during situations
  • Supports accurate and consistent technical and management escalation processes
  • Engages in post situation analysis
  • Works extended hours based on the shift schedules as a member of the 7x24 team and based on the needs of the operation
  • Travel, as required

Qualifications

 

Required Qualifications

  • Associate’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
  • 3 years of progressive broad-based information systems and business experience
  • 1 year of IT Situation Management experience

 

Preferred Qualifications

  • Bachelor’s degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training
  • 4+ years of progressive broad-based information systems and business experience
  • Airline industry experience, including business process and supporting technology
  • 2+ years of IT Situation Management experience
  • Proven ability to build, cultivate, and promote strong relationships with internal customers at all levels of the organization, as well as with IT counterparts, business partners, and external groups
  • Proficiency in handling operational issues effectively and understanding escalation, communication, and crisis management
  • Demonstrated call control and situation management skills under fast-paced, highly dynamic situations
  • Strong knowledge of Incident Management process at American Airlines
  • Knowledge of basic IT and Airline Ecosystems
  • Ability to draft and formalize documentation, work collaboratively to develop and enhance processes.
  • Strong organizational skills
  • Ability to work independently and manage one’s time to meet commitments and expectations

 

Additional Locations: None
Requisition ID: 25200 


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

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