How you'll help us Keep Climbing (overview & key responsibilities) Delta Air Lines is looking for a proven leader in its Major Incident Management Situation Desk role located in the Technology Control Center. 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 Critical Incident Situation Desk Analyst will be responsible for providing 7x24x365 coordination, notification, escalation and resolution of all severe and potential high impact technology issues impacting the normal operations for Delta and Delta IT environments. YOUR RESPONSIBILITIES IN THIS ROLE: + **Central** **point** **of** **contact** **to** **manage** **coordination,** **notification** **and** **resolution** **of incidents and outages.** + **Monitor** **and** **ensure** **the** **proper** **documented** **updates** **for** **all** **incidents** **to** **include** **but not limited to: the incident problem description, categorization, resolution and business/operational impact information.** + **Liaison** **to** **the** **TCC** **Duty** **Manager** **working** **as** **the** **focal** **point** **for** **all** **operational issues by quickly engaging and escalating to the appropriate support** **teams.** **Maintain** **open** **and** **accurate** **communications** **with** **all** **Support** **Teams located (physically and/or virtually) on the TCC floor.** + **Review RFC (Request for Change) reports provided by Change Management in order** **to** **ensure** **all** **changes** **with** **potential** **operational** **impact** **are** **reported** **to** **the OCC and Service Desk Leads.** + **Provide** **primary** **facilitation** **duties** **during** **the** **daily** **Operational** **Briefing** **status** **calls.** + **Monitor** **all** **OCC** **Briefings.** **(as** **required** **by** **the** **TCC** **Duty** **Manager).** + **Initiate** **and** **coordinate** **Technical** **Bridge** **collaboration** **space** **to** **assist** **in** **resolving incident degradations and outages.** + **Accurately** **address** **and** **work** **toward** **a** **quick** **resolution** **for** **all** **emails** **within** **the** **TCC and Incident Management mailboxes. (Clean up, archive, organize folders etc.,)** + **Supportive** **Liaison** **between** **Support** **Groups** **on** **the** **TCC** **floor** **by** **providing** **proactive leadership and escalation support to quickly resolve incidents and outages. Assist escalation when needed to prevent the incident degradation and/or outage.** + **Keep** **Shift** **Briefings** **current** **and** **accurate** **throughout** **the** **shift** **and** **ensure** **that** **all information regarding the incident including business operational impact is constantly updated and communicated.** + **Maintain** **updates** **to** **the** **TCC** **Ops** **video** **wall** **screens** + **Assist** **with** **911** **(811)** **Delta** **Crisis** **Management** **Notification** **Process.** + **Provide** **support** **for** **OCC** **and** **TCC** **Disaster** **Recovery** **Paging** **notification** **Procedures.** + **Keep** **customers** **updated** **during** **outages.** **Verify** **customers’** **recovery** **and** **normal** **operations** **after** **the** **impact** **has** **ended.** + **Add** **configurations** **to** **CA** **Spectrum** **and** **UIM** **with** **monitoring** **tools.** What you need to succeed (minimum qualifications) + BS/BA,preferablyinatechnical,scientificorCommunicationsfield + 6ormoreyearsofexperiencemanagingoperationalincidentsinadatacenter environment. + Abilitytocommunicatecomplexproblemsandplansinapoised,creativeandcomposed manner, whilst demonstrating a passion for delivering change. + Experience and ability to engage and collaborate with Delta Air Lines business managementandleadershipteamswithanapproachthatresultsingreatervaluetoand engagement with our business. + Abletocommunicateandworkeffectivelyandcollaborativelyatalllevelsinour organization and within IT and business leadership. + Strongleadershipabilitywithatrackrecordofdevelopingpeopleandachieving challenging objectives. + AkeensensetorecognizeanypotentialadverseeffectstotheDeltaBrandandact proactively to avoid a negative impact + Consistently prioritizes safety and security of self, others, and personal data. + Embraces a diverse set of people, thinking and styles. + Possesses a high school diploma, GED, or high school equivalency. + Is at least 18 years of age and has authorization to work in the United States. What will give you a competitive edge (preferred qualifications) + Experiencewithglobaldatacentersupport–MajorIncidentManagementpreferred Benefits and Perks to Help You Keep Climbing 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. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here