IT Operations Manager, Service Recovery

United States, Georgia, Atlanta

Information Technology...

02-Oct-2024

Ref #: 26343

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

The Service Recovery team within Delta IT supports technology solutions for a variety of Delta's operational and customer-facing products and services. Specifically, the team focuses on rebooking customers impacted by irregular operations (IROPs) due to flight cancellations and delays. We offer APIs consumed by Delta?s customer-facing channels such as delta.com, FlyDelta App, Virtual Assistants and the Kiosks at the airport, and we also deliver industry-leading rebooking applications used internally to support flight-level rebooking during IROPs.

Delta IT is on a journey of transformation. We are changing the way we do business from top to bottom. As thought-leaders within Delta, we strive to create meaningful and innovative solutions and are looking for team members to help us realize our vision.

Delta employees are problem solvers, doers, innovators.

We are proactive.

We are collaborative.

We deliver impact to our customers.

Join us on our transformation journey in becoming a world-class IT organization at the world's best airline!

The IT Operations Manager, Service Recovery is responsible for co-leading the team support of mission-critical reliability goals and roadmap deliveries. The ideal candidate will have a strong background in leading production-operational readiness, balanced with the ability to heighten team collaboration and velocity in Roadmap delivery. The IT Operations Manager has a strong background in Agile planning & delivery, while deeply understanding the team alignment needed for 24X7 mission-critical application support. This individual will also support the IT Manager in coordinating operational and delivery KPI reviews covering product reliability, value delivery, team throughput and predictability, and team learning as we innovate through technical solutions.

Responsibilities Include But Not Limited To
? Supports team development, goals, performance, while providing oversight and guidance on IT-wide standards in Production Support along with Roadmap and Release planning.
? Aides in the learning and improvement journey of the team while assisting with release planning, dependency alignment, and roadblocks.
? Adjusts the team processes, listens to feedback, and guides the team through plans and changes.
? Co-owns with the IT Manager, Portfolio Architects, Product Engineers, and Lead Devs the production operation and monitoring of the system and is aware of its service level agreements.
? Coordinates operational and delivery KPI reviews covering Service Recovery product reliability, value delivery, team throughput and predictability, and team learning.
? Gives teams the autonomy to make decisions - based on their level of expertise and knowledge.
? Builds a strong team culture aligned with Delta?s core values, ensuring feedback loops are in place for continuous improvements.
? Promotes accountability and operational excellence within teams.
? Contribute to Delta ecosystem and expand knowledge beyond squads, contributing to communities, participate in strategic initiatives.

This role can be based out of Atlanta or Minneapolis headquarters.

Benefits and Perks to Help You Keep Climbing

Benefits

Our culture is rooted in a shared dedication to living our values ? Care, Integrity, Resilience, Servant Leadership, and Teamwork ? 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 pro?t sharing program, and performance incentives
? 401(k) with generous company contributions up to 9%
? Paid time off including vacation, holidays, paid personal time, maternity and parental leave
? Comprehensive health bene?ts including medical, dental, vision, short/long term disability and life bene?ts
? 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)

Embraces diverse people, thinking, and styles. Consistently prioritizes safety and security of self, others, and personal data. Ability to implement team process efficiencies. Strong understanding of Release Management and Agile Release trains.Experience creating and planning product roadmaps, extending years out. Hands-on experience using tools used in Agile software development teams such as Jira, AgilityKnowledge of the products and services in AWS native and ROSA platforms; ability to utilize monitoring tools and technologies supporting production systems built in AWS ? e.g., CloudWatch, X-Ray, Prometheus/Grafana.Experienced with leading transformation programs incorporating agile methodologies, disciplines, practices, and techniques for the delivery of new and enhanced applications. Strong leadership ability with a track record of developing people and achieving delivery goals.5+ years of experience managing software development teams5+ years of experience in roles related to software engineering10+ years of experience with ITBachelor?s degree in Computer Science, Information Technology or related field is preferred

What Will Give You a Competitive Edge (preferred Qualifications)
? Airline experience strongly preferred
? Hands-on experience in a software development related functional role (Project / Release lead, Operations lead, Development lead, Architect, Product Owner/Engineer, Quality leader)
? Exposure to modernizing products in AWS

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