IT Business Systems Analyst, Technology Control Center
Listed on 2026-11-06
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Delta Air Lines is looking for a proven leader in its Major Incident Management Situation Desk role located in the Technology Control Center. The Technology Control Center (TCC) provides Delta Air Lines and Delta IT end-users with a single point of contact for Information Technology problem resolution. The Technology Control Center (TCC) is an integral part of the IT Operations responsible for the 24x7x365 daily operations of Delta Air Lines Computer Network Systems, Voice and Data Systems and Applications.
The Critical Incident Situation Desk Analyst will be responsible for providing 7x24x365 coordination, notification, escalation and resolution of all severe and potential high impact technology issues impacting the normal operations for Delta and Delta IT environments.
- Central point of contact to manage coordination, notification and resolution of incidents and outages. Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes and ensure accurate incident tracking and management within Service Now. (Clean up, archive, organize folders etc.,)
- Monitor and ensure the proper documented updates for all incidents to include but not limited to the incident problem description, categorization, resolution and business/operational impact information. Must be proficient in PowerBI and Dashboarding/Reporting skillset.
- Liaison to the TCC Duty Manager working as the focal point for all operational issues by quickly engaging and escalating to the appropriate support teams. Maintain open and accurate communications with all Support Teams located (physically and/or virtually) on the TCC floor.
- Initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages.
- Maintain communication with key stakeholders of critical updates.
- Engage AI capabilities to automate and streamline technology response capabilities.
- Keep customers updated during outages. Verify customers' recovery and normal operations after the impact has ended.
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