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# Critical Incident Situation Desk Analyst

- **Company:** Delta Air Lines, Inc.
- **Location:** United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Computer Networks, Data Centers, Data Systems, Issue Tracking Systems, Information Technology Operations, Power BI, Information Technology, Servicenow
- **Published:** November 3, 2026
- **Apply:** https://jobs.military.com/career/386161/it-business-systems-analyst-technology-control-center-georgia-ga-atlanta

## About the Role

* Is at least 18 years of age and has authorization to work in the United States. \n
 * Possesses a high school diploma, GED, or high school equivalency. \n
 * Embraces diverse people, thinking, and styles. \n
 * Consistently prioritizes safety and security of self, others, and personal data. \n
 * BS/BA, preferably in a technical, scientific or Communications field \n
 * 6 or more years of experience managing operational incidents in a data center environment. \n
 * Demonstrated experience using ServiceNow for Major Incident Management, incident tracking, workflow management, documentation, reporting, and escalation activities in a 24x7x365 operational environment. \n
 * Ability to communicate complex problems and plans in a poised, creative and composed manner, whilst demonstrating a passion for delivering change. \n
 * Experience and ability to engage and collaborate with Delta Air Lines business management and leadership teams with an approach that results in greater value to and engagement with our business. \n
 * Able to communicate and work effectively and collaboratively at all levels in our organization and within IT and business leadership. \n
 * Strong leadership ability with a track record of developing people and achieving challenging objectives. \n
 * A keen sense to recognize any potential adverse effects to the Delta Brand and act proactively to avoid a negative impact \n
 * Embraces a diverse set of people, thinking and styles. \n

## Description

Delta Air Lines is looking for a proven leader in its Major Incident Management Situation Desk role located in the Technology Control Center. The Technology Control Center (TCC) provides Delta Air Lines and Delta IT end-users with a single point of contact for Information Technology problem resolution. The Technology Control Center (TCC) is an integral part of the IT Operations responsible for the 24x7x365 daily operations of Delta Air Lines Computer Network Systems, Voice and Data Systems and Applications. The Critical Incident Situation Desk Analyst will be responsible for providing 7x24x365 coordination, notification, escalation and resolution of all severe and potential high impact technology issues impacting the normal operations for Delta and Delta IT environments. \n
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 * Central point of contact to manage coordination, notification and resolution of incidents and outages. Accurately address and work toward a quick resolution for all emails within the TCC and Incident Management mailboxes and ensure accurate incident tracking and management within ServiceNow. (Clean up, archive, organize folders etc.,) \n
 * Monitor and ensure the proper documented updates for all incidents to include but not limited to the incident problem description, categorization, resolution and business/operational impact information. Must be proficient in PowerBI and Dashboarding/Reporting skillset. \n
 * Liaison to the TCC Duty Manager working as the focal point for all operational issues by quickly engaging and escalating to the appropriate support teams. Maintain open and accurate communications with all Support Teams located (physically and/or virtually) on the TCC floor. \n
 * Initiate and coordinate Technical Bridge collaboration space to assist in resolving incident degradations and outages. \n
 * Maintain communication with key stakeholders of critical updates. \n
 * Engage AI capabilities to automate and streamline technology response capabilities. \n
 * Keep customers updated during outages. Verify customers' recovery and normal operations after the impact has ended. \n