Sr Manager, Systems Administration

The Senior Manager, ITOC provides thought leadership to deliver creative and efficient technical solution and leads the development of strategic plans for products and/or initiatives for the organization. This role is responsible for managing resources to develop high level delivery plans based on a set of objectives (scope, delivery and technical approaches, risk, assumptions, staffing plans, other cost, and ongoing operational plans and cost). The Senior Manager ITOC oversees client, Guest, and vendor relations to ensure that service expectations are met or exceeded. Additionally, the ITOC Sr Manager role is technical leadership role responsible for guiding and planning a blend of teams responsible for the 24x7x365 operation of the Spirit Airlines critical systems, network and infrastructure components as well as the implementation, adoption and lifecycle of Core Platforms such as ServiceNow, SPLUNK, Dynatrace, Everbridge etc.

• Continual assessment, development, and delivery of IT operational strategy, roadmaps, security, architecture, systems, and programs, while overseeing the day to day IT operational performance of the end-to-end platforms of infrastructure, applications, and end-user support.
• Collaborate with DevOps / DevSecOps teams proactively to build reliability into their services without disrupting the CI/CD pipeline.
• Be a technical leader within a global team that defines, measures, and optimizes SLIs, SLOs, and Error budgets for product offerings and help to create, manage, and utilize pipelines to deploy to globally isolated customer environments.
• Participate in on-call support and work through all aspects of the Incident Management process, including orchestrating Blameless Post-mortems and encourage the practice within the organization.
• Participate in Agile communities of practice to help foster and grow the adoption of the Agile way of working within the organization.
• Builds an engineering practice that prides itself on designing simple solutions and empowers teams that hold each other to a higher standard.
• Communicates outages to Sr. Executive Leaders, detailing impact to service, cause & best status in clear, business terms.
• Delivers automated solutions for site recovery, focusing on minimizing system downtime where possible.
• Ensure architecture, operational practices, and workflow documentation are well-documented, easily accessible to all developers and SRE personnel, and up to date. Work with SRE and developers to establish documentation standards that focus on freshness, completeness, and accuracy.
• Support automated load testing as needed for high frequency deployment schedule.
• Create and maintain a technology strategy that delivers solutions which help the business achieve its desired outcomes and will act as the single point of contact to ensure IT service management and relationship management needs of the Operations organization are met
• Create and maintain the strategy to implement solutions to ensure compliance to SOX and other ITGC Controls. Ensure compliance with established security, quality and compliance rules and policies.
• Leverage technology to transform service delivery and operational processes. (ServiceNow - ITSM, ITBM, FSM, etc.) specifically, to implement ITILv4 service management processes. Provide ServiceNow roadmap leadership and development model to ensure a sustainable platform adoption.
• Manage 24x7 team of technical support personnel within our IT Support team including hiring, performance management, and career development
• Manage a team of technical support personnel within our ServiceNow team including hiring, performance management, and career development
• Manage the ongoing maturity of the ITOC and the capabilities it provides to the IT Systems in terms of implementing cutting edge technology, extreme focus on automation and self-service.
• Collaborate with other IT teams, business partners and external entities, to identify, recommend, develop, implement, and support cost-effective technology solutions
• Participate on RFP exercises including writing requirements, goals and objectives.
• Collaborate with various teams on projects, escalations and troubleshooting efforts.
• Work with managed service vendor and internal team members to design and implement service improvement plans based on established metrics and KPIs
• Collaborate with project managers and PMO resources to provide accurate estimates and commitments and ensure that operation handoff takes place
• Develop business case justifications and cost/benefit analyses for IT spending and initiatives

• 10+ years’ experience
• 7+ years of IT Service Management experience in large enterprise environment
• Experience managing support operations, establishing scalable workflows/tools, and setting support quality acceptance criteria.
• Experience in design and development of large and complex, support environments
• Experience with Splunk, ServiceNow, Dynatrace a plus
• Must have strong experience in MS Windows Servers, Active Directory, Group Policy, SharePoint, and Exchange
• Extensive experience in the following is required: Windows, Splunk, VMWare, Cisco, Azure Cloud, Microsoft SharePoint, etc.

Education

• Bachelor’s Degree, in Information Systems, Computer Science, Engineering, Business, or related discipline OR equivalent work experience

Certifications

• ITIL Certification required

At Spirit, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet!  

• Fly With A Winner: We are proud to be recognized by LinkedIn as a Top Company in the Travel & Hospitality industry. Our constant growth and improvement mean boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
• The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live.  That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
• Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
• Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.

Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.