Job Description

**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 an Analyst/Sr. Analyst, IT Situation Management, you will join our Cybersecurity & Technology Risk Management organization. The Situation Management Team (commonly referred to externally as "Major Incident Management") is an ever-evolving group passionate about ensuring IT incidents impacting AA's operations, employees, and/or customers are communicated and resolved in the most efficient and effective manner + The role is a part of the Technology Risk Management team within our Information Technology Division **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._ + Prioritize, assess, and manage multiple incidents simultaneously + Facilitate and lead technical bridge calls during major IT incidents + Adhere to Enterprise Incident, Problem, and Change policy & procedure + Work hours assigned based on 24x7 operational need and travel as required **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 + 4 years of IT experience or equivalent Airline industry experience, including business process and supporting technology + 1 year of Major Incident Management experience or Emergency Response Experience **Preferred Qualifications- Education & Prior Job Experience** + 4+ years of IT experience or equivalent Airline industry experience, including business process and supporting technology + 2+ years of IT Major Incident Management experience or Emergency Response Experience **Skills, Licenses & Certifications** + Proven ability to build, cultivate, and promote strong relationships with internal customers at all levels of the organization, as well as with IT counterparts, business partners, and external groups + Proficiency in handling operational issues effectively and understanding escalation, communication, and crisis management + Demonstrated call control and situation management skills under fast-paced, highly dynamic situations + Knowledge of basic IT and Airline Ecosystems + Understand SLA's, engagement process and urgency needed to engage teams during critical situations + Strong knowledge of Incident Management process in AA + Ability to draft and formalize documentation, work collaboratively to develop and enhance processes + Strong organizational skills + Ability to work independently and manage one's time to meet commitments and expectations **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. EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.

Job Tags

Apprenticeship, Local area, Flexible hours,

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