Delta Air Lines, Inc.
IT Operations Manager, Service Recovery
Delta Air Lines, Inc., Atlanta, Georgia, United States, 30383
IT Operations Manager, Service Recovery in Atlanta, Georgia
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.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.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.Responsibilities include but are not limited to:Supports team development, goals, and 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.Contributes to Delta ecosystem and expand knowledge beyond squads, participating in strategic initiatives.This role can be based out of Atlanta or Minneapolis headquarters.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, Agility.Knowledge 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 teams.5+ years of experience in roles related to software engineering.10+ years of experience with IT.Bachelor’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.Benefits and Perks to Help You Keep ClimbingOur 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 profit 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 benefits including medical, dental, vision, short/long term disability and life benefits.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.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.Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.
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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.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.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.Responsibilities include but are not limited to:Supports team development, goals, and 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.Contributes to Delta ecosystem and expand knowledge beyond squads, participating in strategic initiatives.This role can be based out of Atlanta or Minneapolis headquarters.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, Agility.Knowledge 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 teams.5+ years of experience in roles related to software engineering.10+ years of experience with IT.Bachelor’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.Benefits and Perks to Help You Keep ClimbingOur 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 profit 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 benefits including medical, dental, vision, short/long term disability and life benefits.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.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.Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.
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