Experienced IT Operations Manager, Service Recovery – Leading Mission-Critical Reliability and Roadmap Deliveries in a Dynamic Airline Environment

Introduction to Delta Air Lines and Our Vision

At Delta Air Lines, we are on a transformative journey to become a world-class IT organization, supporting the world's best airline. Our mission is to provide innovative solutions that make a meaningful impact on our customers and employees. As a leader in the aviation industry, we are committed to creating a culture of excellence, collaboration, and continuous improvement. Our IT Operations team plays a critical role in driving this vision forward, and we are seeking an experienced IT Operations Manager, Service Recovery to join our team.

Job Overview and Key Responsibilities

The IT Operations Manager, Service Recovery will co-lead the team in supporting mission-critical reliability goals and roadmap deliveries. This role requires a strong background in leading production-operational readiness, balanced with the ability to heighten team collaboration and velocity in Roadmap delivery. The ideal candidate will have experience in Agile planning and delivery, as well as a deep understanding of team alignment needed for 24X7 mission-critical application support.

The key responsibilities of this role include:

• Supporting team development, goals, performance, and providing oversight and guidance on IT-wide standards in Production Support along with Roadmap and Release planning
• Aiding in the learning and improvement journey of the team while assisting with release planning, dependency alignment, and roadblocks
• Adjusting team processes, listening to feedback, and guiding the team through plans and changes
• Co-owning with the IT Manager, Portfolio Architects, Product Engineers, and Lead Devs the production operation and monitoring of the system and being aware of its service level agreements
• Coordinating operational and delivery KPI reviews covering Service Recovery product reliability, value delivery, team throughput and predictability, and team learning
• Giving teams the autonomy to make decisions based on their level of expertise and knowledge
• Building a strong team culture aligned with Delta's core values, ensuring feedback loops are in place for continuous improvements
• Promoting accountability and operational excellence within teams
• Contributing to the Delta ecosystem and expanding knowledge beyond squads, contributing to communities, and participating in strategic initiatives

Essential Qualifications

To be successful in this role, you will need:

• A 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

Preferred Qualifications

To have a competitive edge, you will need:

• 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

Skills and Competencies

The successful candidate will possess:

• Strong leadership and management skills, with the ability to motivate and develop high-performing teams
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong understanding of IT operations, including production support, release management, and roadmapping
• Experience with Agile methodologies and tools, such as Jira and Agility
• Knowledge of AWS native and ROSA platforms, including monitoring tools and technologies

Career Growth Opportunities and Learning Benefits

At Delta, we are committed to the growth and development of our employees. As an IT Operations Manager, Service Recovery, you will have access to:

• 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

Work Environment and Company Culture

At Delta, we are proud of our company culture, which is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. Our people are our success, and we offer a range of benefits and perks to support your well-being, including:

• 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

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits and perks to support your well-being, including:

• 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
• Domestic and International space-available flight privileges for employees and eligible family members

Conclusion

If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for the IT Operations Manager, Service Recovery role. This is a unique opportunity to join a dynamic team and contribute to the success of Delta Air Lines. With a competitive salary, comprehensive benefits, and a range of perks, this role offers a rewarding and challenging career opportunity. Apply now and take the first step towards a rewarding new role.

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