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Senior Operations Specialist, IT - End User Services

at Hawaiian Airlines

Posted: 10/2/2019
Job Reference #: *BF2DCE6A1E7560D5

Job Description

Requisition Number

Post Date

Senior Operations Specialist, IT - End User Services

Information Technology




Part-Time Weekend


Position Overview

The Operations family houses all the specialists that monitor, change, support, and handle day-to-day activities required to Run the existing IT systems within the company. This family is exclusive to the Run world.

Key Responsibilities

  • Facilitate or complete analysis, design and configuration of viable solutions to complex technology problems related to end point devices (client workstations/laptops, peripherals, airport kiosks, gate readers, etc.) and support activities
  • Provide technical expertise and oversight of endpoint devices, understanding the full process requirements to best resolve production issues
  • Develop or approve detail program specifications
  • Analyze, and resolve operational and production problems of high complexity, including researching and recommending alternative actions for problem resolution, taking timely action and escalating as required and conducting detailed post mortem reviews
  • Proactively monitor system performance and recommend operational improvements through an advanced understanding of operating processes used for systems and an understanding of how technology works together
  • Evaluate and recommend emerging technologies, influence technical designs and proactively contribute to the design of new solutions (new projects, enhancements, etc.)
  • Identify and recommend process or system enhancements to Operations leaders and other IT leaders and drive continuous improvements and corrective actions
  • Work with operations personnel to develop and implement the counter-measures necessary to improve production, equipment reliability, and the team’s compliance posture
  • Participate in both internal and external regulatory inspections
  • Provide leadership for system and acceptance testing
  • Test and implement systems and enhancements using techniques that preserve system integrity
  • Promote adherence to standards and the common way
  • Ensure that systems are functionally appropriate and operationally integrated
  • Develop time estimates for project schedules, monitor progress and provide accurate and timely reports
  • Plan and manage project activities within allocated resources
  • Support the organization’s project management policy, practice and methodology
  • Provide leadership as a communications liaison between the business facing IT organizations and Systems Operations groups
  • Maintain focus on internal and external customer needs
  • Negotiate and manage team relationships at project level
  • Serve as liaison with support groups in resolving day to day issues and in support of various projects & initiatives
  • Provide leadership, coaching and mentoring for team and teach operational topics to junior and other senior members of the staff
  • Develop cost and benefit analysis
  • Maintain, recommend and lead implementations of improvements to client management software and hardware.
  • Other duties as assigned



Minimum Requirements

  • Bachelor’s degree or equivalent combination of work experience and education
  • 5 years’ work experience in MS windows enterprise client management using SCCM and MDM tools or similar
  • 5 years’ experience in client end applications, client hardware including peripherals and Windows troubleshooting and problem solving
  • Admin knowledge of required desktop technologies such as SCCM, MDM, Windows OS, MS Office, imaging, software packaging
  • Proficient in the required desktop technologies such as Windows, MS office, SCCM, MDM
  • Ability to serve as SME/Technical Expert of team
  • Ability to provide leadership within a specific technology area or across multiple technology areas, to complete root-cause analysis, provide input into solution design, perform user acceptance testing, provide documentation, and implement large/multiple development projects that may carry a high risk to the organization
  • Ability to facilitate real-time formal problem-solving using techniques such as root cause analysis or other Lean Six Sigma tools
  • Ability to see the larger picture of systems, data, timing, and interconnectivity of the operational environment
  • Ability to discern larger patterns of operational, technical, and IT operations-related business issues using disparate detailed data
  • Advanced knowledge of technical/business environment
  • Advanced knowledge of the corporate operations processes and procedures
  • Advanced knowledge of operations, security and monitoring concepts, technology and methodology obtained through formal training, and work experience
  • Ability to manage projects using the organization’s project management methodology
  • Excellent partnering, communication, and negotiation skills to effectively serve as a lead liaison between business customers and technology development and support groups
  • Ability to work effectively and inclusively in a strong customer service/team-oriented environment, treating all team members with respect and helping to create a positive and continuously improving work environment
  • Ability to work independently and balance shifting priorities without disruption to the organization
  • Ability to mentor others
  • Must be able to work a flexible schedule to include weekends and holidays to support a 24x7 operation or on days-off for shift coverage
  • May be required to respond to high priority issues or events outside of normal shifts or days-off

Preferred Qualifications

  • Experienced with multiple areas of enterprise endpoint management such as SCCM, MDM, Mac OS,
  • Proficient knowledge of the following:
    • impact of design decision to the computer (performance, etc.)
    • technical behavior of the underlying operating system
    • technical behavior of the compiler and tools
    • ALL functional aspects of the tools and development environment
    • operations/run requirements

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 15 years (2004-2018) as reported by the U.S. Department of Transportation. Consumer surveys byCondé Nast Traveler, Travel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 90th year of continuous service, Hawaiian is Hawaii’s biggest and longest-serving airline. Hawaiian offers non-stop service to Hawai‘i from more U.S. gateway cities (13) than any other airline, along with service from Japan, South Korea, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides, on average, more than 170 jet flights daily between the Hawaiian Islands, and over 260 daily flights system-wide.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available atHawaiianAirlines.com. Follow Hawaiian’s Twitter updates (@HawaiianAir), become a fan on Facebook (Hawaiian Airlines), and follow us on Instagram (hawaiianairlines). For career postings and updates, follow Hawaiian’sLinkedIn page.

For media inquiries, please visit Hawaiian Airlines’ online newsroom.