Manager - NOC IT Support

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

We believe that inclusion propels innovation and is the foundation of all that we do. Uniteds Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

The Manager is responsible for ensuring stability and availability of the airline’s Network Operations Center (NOC) workstations and applications across various environments, which is necessary for the NOC to ensure a smooth flight operation and to maintain command and control of the fleet. They will be accountable for all aspects of IT Service Delivery within their domain, interfacing with IT Service Management, Application Development, and operational level leaders within the business units they support. They will manage performance and development of the NOC IT Support team and will interface with other members of the IT division as required in day-to-day operations.

• Establish and maintain strong business relationships with operating level business leaders while partnering with peers in Application Development to meet business needs
• Develop and sustain cross-functional relationships within the division to enable improved application availability and performance
• Maintain an awareness of business goals and strategies in order to understand the impact of both planned and unplanned outages and change activities

• Accountable for overall team understanding of and compliance with IT Service Management practices including Incident, Problem, Change, and Release processes
• Provide leadership and oversight of incidents impacting application availability through participation in incident bridge calls, problem reviews, and change approvals
• Act as an escalation point for unresolved issues during regular business hours, off hours, weekends, and holidays

• Accountable for administrative management of 10-15 IT professionals (employees and contractors) including HR Administration, Performance Management, Time Reporting, etc
• Define, prioritize, allocate resources, track and provide status reporting of work assignments and projects

• Provide leadership by establishing team and individuals goals
• Responsible for team and individual performance assessments and improvement plans
• Responsible for coaching, counseling, assisting employees to develop individual career development and training plans

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

• Bachelors degree in Computer Science, Information Systems, related field
• 5 years equivalent in dept experience
• Communication Skills- The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level
• Problem Solving - Demonstrates the ability to solve problems through a process of elimination and logical reasoning based on both experience and knowledge within their domain
• Strong working knowledge of ITIL Service Management concepts
• Working knowledge of the distributed computing environments
• Must be legally authorized to work in the United States for any employer without sponsorship

• ITIL Foundations Certification
• 7 years equivalent in dept experience

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.