Operations Engineer, OCC Solution Center

How you'll help us Keep Climbing (overview & key responsibilities) At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience. Delta is focused on sustaining a strong IT operation, growing our capabilities, and maximizing optimization across each of our tech hubs to elevate the travel experience for our customers and empower our 90,000 Delta people. We're committed to fostering innovation, and we're excited to invite you to be part of our journey as we shape the future of technology at the world's best airline! The OCC Solution Center (OCCSC) is the 7/24 IT support for Delta's Operations and Customer Center (OCC). This position is onsite only. This is a 7/24 area - the workdays and shifts will vary and include nights and weekends. Ability to work rotating schedules to accommodate 24x7x365 support is required. The OCCSC team is responsible for all first and second level IT issues as well as install, move, add, and change (IMAC) requests supporting the IT infrastructure in the Operations and Customer Center (OCC). The ideal candidate will have knowledge of multiple operating systems, systems integration, systems architecture, programming languages, and demonstrated knowledge of the field environment. Candidate must enjoy working directly with end users in different positions and with different levels of technical expertise. Essential Responsibilities: + Lead response efforts for OCC technology incidents and provide triage on IT bridges. + Primary IT liaison for the OCC Duty Directors during incidents, operational changes, and technical bridges. + Collaborate with OCC Business IT on application upgrades, issues, and process improvements. + Monitor, maintain, and troubleshoot OCC infrastructure including virtual desktop infrastructure (VDI) using VMware and Teradici. + Support and maintain OCC radio and phone systems (Zetron, Cisco, Avaya, NICE, Nuance) + Manage A/V systems in conference rooms, including the Corporate Emergency Command Center (CECC) + Install, configure, and maintain hardware and software across OCC-approved platforms. + Manage change and release activities, including writing and executing Requests for Change (RFCs) with minimal impact to operations + Coordinate with external vendors and internal IT teams for escalations and support. + Utilize ServiceNow to manage incidents, changes, assets, and service requests. + Lead process improvements and automation initiatives to strengthen OCC technology reliability. + Rotate through shifts during training, gaining full coverage experience. Post-training shifts are assigned more permanently, with schedules adjusted on a recurring basis to meet team and operational needs (i.e. bidding processes and assignment alignment). What you need to succeed (minimum qualifications) + Consistently prioritizes safety and security of self, others, and personal data. + Embraces diverse 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) + 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. Capable of documenting issues and solutions for later use. + Integrity and Trust - Involves being widely trusted, being a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn't misrepresent him/herself for personal gain. + Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer. Documents issues and solutions for team SharePoint site so that all team members can learn and resolve issues. + Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs. + Multi-Tasking - Able to prioritize multiple phone calls, technical bridges, line items and project tasks daily. + Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes to get things done. + Interpersonal Skills - The ability to interact with others successfully, professionally, and diplomatically and develop relationships with people who have widely varying styles, levels in the organization, and knowledge of IT. Benefits and Perks to Help You Keep Climbing Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience and Servant Leadership - 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 generouscompany contributions up to 9% + New hires areeligible for up to 2-weeks of vacation. This is earned for use in the followingvacation year (April 1 - March 31) + In addition tovacation, new hires are eligible for up to 56 hours of paid personal timewithin a 12-month period + 10paid holidays per calendar year + Birthing parents areeligible for 12-weeks of paid maternity/parental leave + Non-birthing parentsare eligible for 2-weeks of paid parental leave + Comprehensive healthbenefits including medical, dental, vision, short/long term disability and lifeinsurance benefits + Family careassistance through fertility support, surrogacy and adoption assistance,lactation support, subsidized back-up care, and programs that help with lovedones in all stages + Holistic Wellbeingprograms to support physical, emotional, social, and financial health,including access to an employee assistance program offering support for you andanyone in your household, free financial coaching, and extensive resourcessupporting mental health + Domestic andInternational space-available flight privileges for employees and eligiblefamily members + Career developmentprograms to achieve your long-term career goals + World-widepartnerships to engage in community service and innovative goals created tofocus on sustainability and reducing our carbon footprint + Business ResourceGroups created to connect employees with common interests to promote inclusion,provide perspective and help implement strategies + Recognition rewardsand awards through the platform Unstoppable Together + Access to over 500discounts, specialty savings and voluntary benefits through Deltaperks such ascar and hotel rentals and auto, home, and pet insurance, legal services, andchildcare 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