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United Airlines Director - Platform Operations in Chicago, Illinois

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T echnology/IT

The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

The Director of Platform Operations is accountable for ensuring the operational availability of platforms including Windows Server, Open Systems including VMWare, Enclosure Operations, Cloud Operations, Storage, Access Management, Data Protection, Citrix Operations, Infrastructure and Endpoint Security Operations. Responsible for influencing business and technology standards and best practices for the organization. Develops enterprise service levels and the processes, procedures, automation and monitoring to ensure they are delivered. Responsible for ensuring that the enterprise has the capability to support new technologies and maintain high levels of platform performance and reliability.


  • Directs, prioritizes, coordinates and evaluates the work of infrastructure team to ensure Platform Operations is providing services and increasing levels of reliability.

  • Identifies and leads functional team to solve technical, operational and organizational issues.

  • Reviews and is responsible for departmental budgets and resource allocations.

  • Develops departmental tactical plans to support technical and operational strategy.

  • Partners with various functional teams across the business and IT departments to support strategic enterprise vision and design.

  • Evaluates operating systems, infrastructure components and or network software, hardware, methods and techniques to improve systems/network reliability and performance.


  • Establish and maintain key relationships across all levels of the enterprise.

  • Manage relationships with key suppliers to ensure the highest levels of service and support.


  • Architect IT Operations Management strategy and tools.

  • Manage ongoing monitoring and correlation tool configuration and refinements to drive improved detection and remediation of events.

IT Process Management and Administrative:

  • Manage a team of 100 digital technology professionals, with 4 direct reports.

  • Define, prioritize, allocate resources, track and provide status reporting of work assignments, projects, programs.

  • Budget and manage cost for operation and capital expenses.

  • Ensure service delivery process disciplines (incident, change, problem, config, asset, etc) and standards are performed.

  • Provide information and periodic updates to support overall IT performance metrics, monthly project status reporting and quarterly resource planning review.

Organizational Effectiveness / People:

  • Provide leadership by establishing and managing individual and team goals.

  • Develop and maintain an overall sourcing plan which includes creative sourcing options and alternatives to ensure supply capacities meet work demand, role and skill set requirements and cost objectives.

  • Assess and recommend improvements to the organization structure, roles and responsibilities.

  • Coach, counsel, and otherwise assist employees in their development.


  • Proven expertise in leading and influencing technical staff or coordinating work across multiple

  • Bachelor's Degree in Computer Science, Information Systems or other related field, or an equivalent combination of experience, education, and/or training

  • 10 years of IT experience including 5 years in IT management or 6 years applicable experience in enterprise architecture

  • Recognized expertise in field - in industry and/or within United

  • 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.

  • 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.

  • Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying current with industry practices.

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

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position


  • Proven expertise in leading and influencing technical staff or coordinating work across multiple technology teams Airline experience

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled