Analyst/ Sr Analyst, IT Operations

Intro

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!

Why you'll love this job

• As one diverse, high-performing team dedicated to technical excellence, you will focus relentlessly on delivering unrivaled digital products that drive a more reliable and profitable airline.
• The Operations domain refers to the area within Information Technology that focuses on analyzing operational processes, identifying critical capabilities, and collaborating with cross-functional teams to mitigate operational and technical risks.  This domain encompasses monitoring operational performance, utilizing data to provide actionable outcomes and ensuring technology initiatives support the overall business strategy and customer and employee experiences.
• This position will be responsible for performing IT support functions for the three wholly owned American Eagle Carriers with focus on Envoy Air.
• Will oversee IT initiatives and support activities to deliver services and solutions that meet the overall strategic regional IT business objectives for the American Eagle wholly owned carriers of American Airlines

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations. 

• Serve as the technology conduit between our application engineering team, product management and operational capabilities to provide critical problem-solving and customer/employee experience support, maintaining system integrity, and continuously improving product quality
• Monitor system performance and reliability, ensuring any issues are promptly managed to minimize downtime, and proposing solutions to system performance challenges
• Collaborate closely with application engineering to understand the technical requirements, system architecture, and product capabilities
• Analyze and interpret data to identify opportunities for process improvement and to inform strategic decisions within IT operations
• Manage system incidents and outages, including root cause analysis and resolution. Track issues through resolution, documenting findings, and ensuring preventive measures are put in place to avoid recurrence.
• Support the development of operational procedures and documentation to ensure best practices are followed, and systems are functioning optimally. This includes writing technical manuals, troubleshooting guides, and process documentation.
• Assist in the coordination of software and hardware upgrades, deployments, and patches in collaboration with engineering teams, ensuring minimal disruption to services.
• Work with business units to assess and prioritize technology needs and collaborate on solutions that enhance user experience and operational efficiency

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training 
• 3+ years of experience in an IT software capacity supporting production environments and customer/employee experience

Preferred Qualifications- Education & Prior Job Experience

• 2+ years of software experience in a vital / critical environment supporting technical and business operational capabilities
• Proven experience as an Operations Analyst or a similar role, particularly in IT and software development environments
• Proficient with existing IT systems that impact American Eagle Airlines. 5+ years of proven experience in Regional Airline IT operations

Skills, Licenses & Certifications

• Understanding of AA Operational Metrics
• Ability to thrive in sense of urgency environment, leverage best practices, and innovate through any problem
• Strong analytical, organizational, and problem-solving skills, as well as accuracy and attention to detail
• Experience with DevOps and Agile
• Ability to build and maintain effective relationships with team members, customers and external groups, as well as, working in a collaborative environment with geographically dispersed resources
• Ability to work independently to manage one's time to meet commitments and expectations
• Demonstrate initiative, flexibility, and inability to adapt to changing priorities and work environments
• Possess a keen desire to learn and expand depth of knowledge
• Partners with Product Owner to provide insight to prioritization

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.