20 days old

Manager, IT Cloud Services

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 7 (DFW-SV07) 
Additional Locations: None
Requisition ID: 34120 


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
  • This job is a member of the Information Technology Team within the Information Technology Division.
  • Responsible for the architecture, design, implementation, administration, and continual improvement of the organization's Private and Public Cloud Platform Services and associated processes as well as managing related Support and Engineering personnel. The individual in this position must remain continuously aware of business, technical, architecture, and infrastructure issues and aid in the development of creative solutions, including the outsourcing of those solutions.
What you'll do
  • Manages the Cloud Services team
  • Mentoring and supporting daily activities of team members
  • Provides constructive feedback and creates a cohesive team leads efforts in the implementation and adoption of best practices and methodologies
  • Collaborates with leadership in defining process, metrics, and SLAs for private, public, and multi-cloud client environments
  • Works closely with Account Managers to ensure efficient client transitions solutions, cloud on-boarding and ongoing operations
  • Acts as the focal point for delivery questions or concerns from internal stakeholders, clients and partners, and escalations
  • Manages customers’ overall infrastructure estate, IT and business priorities and success measures to design implementation architectures and solutions
  • Develops deep relationships with key customer IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates
  • Leads and manages a globally dispersed 24x7 cloud operations team
  • Leads in the selection, performance management, developing, mentoring and coaching of cloud systems operators to drive results
  • Provides oversight of day-to-day system maintenance activities, application and infrastructure availability issues
  • Plans and defines the execution of establishing multi cloud service support process and practice including review and analysis of current cloud operational support processes and mapping to a future state for cloud systems support operating model
  • Accountable for defining and implementing cloud systems support process and procedures in a multi-cloud environment
  • Understands and identifies cloud support relative to each cloud vendor platform type to plan and define short term and long term resources required for an effective ramp up of cloud systems support model that can be operationalized with an initial small team and scale up based on demand
  • Works effectively with multi stakeholder, upper management to manage to acceptable outcomes in line with IT cloud Standard Operating Procedures (SOP) process and procedures; when required, define and document new SOP support procedures and work with various teams for support alignment and adoption in both onshore and offshore support model
  • Identifies, develops and documents operational process procedures and assist with runbook implementations where there are gaps or missing procedures
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
  • 5 years of leadership experience overseeing large technology projects from inception to implementation in an enterprise environment
  • 3 years of experience managing direct reports

Preferred Qualifications- Education & Prior Job Experience

  • Understanding of public cloud technologies – Azure, AWS, Google; able to conceptual and operationalize from an IT factory business model as this requires services mapping to define and operationalize end-to-end vision and understand how a logical work flow design will translate into one or more service deliverable work streams
  • Experience in configuration management (tools like Terraform and Puppet) Technology understanding of API management solutions and their role across enabling an enterprise cloud
  • Ability to participate in development of resource plans and structures and influence organizational priorities
  • 5+ years of experience working with external vendors, negotiating services, and monitoring delivery of those services
  • Airline industry experience, including business process and supporting technology a plus

Skills, Licenses & Certifications

  • Thorough understanding of distributed systems architecture and exposure to multiple technical disciplines including: 
    • Expert experience with Azure IaaS, Scale Sets, ARM templates, Azure Automation
    • Expert knowledge of Powershell
    • Experience with Azure using both the Azure Portal, Azure Command Line Interface (Azure CLI)
    • Experience with automation and configuration management (Chef, Ansible, DSC, etc.)
    • Have proficiency in at least 1 other language: python, php, .net, C#, etc.
    • Working knowledge of MSSQL, including administration and performance tuning
    • Cloud platforms, Virtualization
    • Various on premise and cloud storage platforms
  • Experience in evaluating and explaining complex problems or situations and make sound decisions in granting SLA relief or a course of action when needed for midrange services
  • Project planning and management skills; ability to identify and assess risk to determine action; budgeting; procurement; financial analysis
  • Comfortable with making project decisions, monitoring progress, and reporting results
  • Ability to anticipate and monitor capacity for shared services and plan accordingly to meet demand
  • Demonstrated experience in effectively managing large projects in a cross-functional environment
  • Ability to effectively adapt to rapidly changing technology and apply it to business needs
  • Good understanding of the enterprise business and business processes
  • knowledge of business unit functions and cross-group dependencies/relationships
  • Ability to anticipate user requirements and identify and resolve complex problems; strong customer service and communications skills
  • Ability to conduct and prepare feasibility studies; develop outsourcing proposals and SLAs, including estimates for costs, time, and resources; prepare statistical reports; complete cost/benefit analyses
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.

Additional Locations: None
Requisition ID: 34120 


Posted: 2019-10-31 Expires: 2019-11-30

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Manager, IT Cloud Services

American Airlines
Fort Worth, TX 76102

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