Customer Service Team Leader

About Delta Tech Hub: Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers. Execute on the Incident, Change Management, Problem Management processes Building and supporting a reliable application suite for the environment in order to meet the development and maintenance requirements of systems/platforms. Provide consultation and direct technical support in life cycle planning, problem management, integration, and systems programming Ensure platform performance and availability meet enterprise objectives through monitoring, timely service restoration, and tuning Providing technical support for systems/platforms according to application SLA's. Responsible for designing and developing resiliency in the application code, troubleshooting incidents, engaging with squads to address failure patterns, and participating in incident management. Leads calls or contributes in a logical fashion Identify and articulate severity of impacts using provided monitoring tools and escalate as needed Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems Monitor, manage, and tune platforms to ensure expected availability and performance levels are achieved Identify gaps in monitoring or documentation and reaches out to appropriate teams to fill those gaps Bachelor’s degree or industry certification in an applicable IT field, in addition to 3 years applicable experience in the design/administration/support of one or more platforms; Bachelor's degree in an IT field, in addition to two years applicable experience in the design/administration/support of one or more platforms; ~3 or more years of experience as a Systems Engineer or Site Reliability Engineer ~2 or more years of experience with ops automation using a scripting language such as Python or Ansible ~ Site Reliability Engineering: Knowledge of the theories and methodologies of reliability engineering; ability to design, develop and support various tools, services and applications to maintain a reliable site Environment. ~ Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication . ~ Knowledge of concepts, values and tools applied in building Continuous Integration(CI), Continuous Delivery and Continuous Deployment(CD) pipeline; ability to design, build, implement and maintain CI/CD pipelines to achieve the automation of software delivery process. ~ Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools ~ Software Engineering: Knowledge of software engineering; ability to deliver new or enhanced software products. ~ Agile Development: Knowledge of agile methodologies and the agile development lifecycle; ability to utilize formal agile methodologies, disciplines, practices and techniques for the delivery of new and enhanced applications. ~ Master’s degree in Computer Science, Information Technology or related field is preferred Experience and exposure to VMWare VDI implementations a huge plus Experience with Dynatrace APM and synthetic monitoring Experience with airline applications and infrastructure technology is a plus