Senior Support Engineer – Information Technology – United Airlines Inc. – San Francisco, CA

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Full Job Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run “Business Resource Group” communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

We believe that inclusion propels innovation and is the foundation of all that we do. United’s Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Key Responsibilities:

Responsible for the evaluation, implementation, and ongoing support of various platforms (hardware, operating systems, software, and systems tools). Provide consultation and direct technical support in problem management, integration, and systems programming. Implement releases, upgrades, and/or changes into the environment. Ensure platform performance and availability meet design criteria and objectives through monitoring, timely service restoration, and tuning. Duties may include system implementation, system maintenance/administration, and troubleshooting and diagnostics.

  • Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems
  • Provide technical support to the enterprise
  • Collaborating with other business units (e.g. application groups, DBAs, middleware, etc.) to configure platforms for product installation and support
  • Design and document enterprise standards and procedures
  • Ensure platforms/systems conform to established enterprise/industry standards (systems management, security, operating systems, etc.) and reference models
  • Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures
  • Monitor, manage, and tune platforms to ensure expected availability and performance levels are achieved
  • Provide on-site, and on-call 7x24x365 support, as needed
  • Coordinate activities with internal/external technology owners/service providers
  • Plan and implement life cycle management of software and hardware
  • Stay on top of industry and technology trends
  • Understand technical/business requirements gathered from the business units
  • Analyze, design, and document platforms/systems to meet enterprise requirements
  • Install, customize, maintain, test, and troubleshoot operating systems and other systems software
  • Configure, install, maintain, test, and troubleshoot hardware systems

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

What’s needed to succeed (Minimum Qualifications):
  • BS/BA, preferably in Information Technology or Business or equivalent experience, education, or training
  • Must be able to work a hybrid 24x7x365 schedule (weekends/nights when needed)
  • Associate’s degree or industry certification in an applicable IT field, in addition to four years applicable experience in the design/administration/
  • support of one or more platforms;or Bachelor’s degree in an IT field, in addition to two years applicable experience in the design/administration/
  • support of one or more platforms;or five years equivalent in depth experience in the above related areas
  • The ideal candidate will have knowledge of multiple systems (operating/integration/
  • architecture) and programming languages/
  • methodologies
  • Thorough understanding of server and desk top based technology, applying network systems related to enterprise view
  • 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 seen as 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 informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs
  • Must be legally authorized to work in the United States for any employer without sponsorship

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact to request accommodation.

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

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