Analyst - Information Technology - Houston, TX (Information Technology)
United Airlines - Chicago, IL

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Analyst - Information Technology - OPC

Chicago, IL

Equal Opportunity Employer by Choice.

Travel subject to service charges/restrictions. Bonuses awarded only under terms of United's policies.



An Incident Management Analyst is responsible for Incident detection, Incident management, and Incident facilitation of major applications within United 24 hours a day, 7 days a week. They provide regular and timely communication updates to all levels of leadership. An analyst opens, facilitates and manages rapid response calls when potential outages are detected.



Work with cross-functional teams throughout the IT division to isolate and resolve unplanned outages.

Establish and maintain strong business relationships within the Command Center, Service Desk and various IT support groups to enable improved incident management results.

Maintain an awareness of business goals and strategies in order to understand the impact that planned and unplanned outages can have and the affect they might have on the operation.

Participate in script activities by joining bridge calls and monitoring health of activity and monitoring planned timelines.

Actively participate in meetings and briefings as a representative of the IT Command Center Management team.

Follow the ITSM Incident Management and Change Management policies.

Establish and maintain a positive working relationship during incident calls.

Work closely with the Problem Management team to help eliminate chronic issues.

Take ownership for escalating and routing critical incidents until they are closed.


Ensure that required technical resources are engaged and actively working to restore service for business critical events and performing functional and hierarchical escalations as appropriate.

On call for 24/7/365 for all P1 and P2 incidents.

Facilitate discussion to identify options for resolution.

Own and manages business critical incidents until service is restored.

Understand the business impact of the escalated Incident.

Leads Crisis team until service is restored.

Ensures all Crisis communication (through the Communication lead) is timely and accurate.

Ensure creation of a Problem record according to time-based criteria established by incident and Problem Managers.

Ensures that emergency requests for Change (if required) are performed according to the emergency change process.

Validates that incidents are resolved and documented according to procedure.

Provides data on Crisis history (through the communication lead) and manages requests for information regarding crises with IT Senior Management, Relationship Manager, and Communications Specialists.

Organizational Effectiveness / People

Understands service levels and executes tasks accordingly.

Once incident is resolved or service restoration is complete, close the record in agreement with applicable procedures.

Embrace the ideas presented in the Go Forward Plan and ensure daily activity aligns with the values that the plan identifies.

Work with immediate manager to determine training plans necessary for technical and professional growth throughout the year.

Provides leadership and mentors less experienced Escalation Manager Analysts.



Bachelor’s Degree in or equivalent work experience required.

Bachelor’s Degree in Computer Science, Information Systems or equivalent work experience preferred.


Communication Skills – Strong oral and written communication skills with the ability to tailor communication output to various audience levels. Listens intently and seeks input from others through open communication. Comfortable speaking in front of large groups and to a variety of leadership levels.

Problem Solving – Demonstrates a keen ability to solve problems and capable of guiding individuals / teams through restoration process.

Strong working knowledge of ITIL Service Management concepts.

Possess excellent planning, organization skills and is able to effectively multi-task.

Personal Accountability – Regularly demonstrates personal accountability for their decisions, and their actions.


A solid knowledge and understanding of United Airlines/Continental Airlines environment and systems preferred.

3 years working experience utilizing ITIL concepts preferred.


Must be legally authorized to work in the United States for any employer without sponsorship.

Regular attendance and punctuality in accordance with United's policies is required.

Attendance is required at work location.

(Please note, this may not be applicable to positions where in fact someone can telecommute. Inclusion of this requirement should be evaluated on a case by case basis.)

If you have already accepted a position with the new United, you understand and agree to remain in the assignment previously agreed upon for a period of one year and understand that you will not be considered for other positions for at least one year, posted via the Talent Selection portal.

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