Job Description Summary

As a Diagnostics Operations Leader, you will be responsible for managing the day-to-day operations of the critical diagnostics applications, ensuring the availability and reliability of systems. You will be accountable for delivering resolution to customer issues by driving solutions through new technologies and processes to improve efficiency and productivity of the applications.

As an operations leader within the Diagnostics & Analytics Space, you will work with the team to unpack the complex diagnostic application landscape. Your focus will be on operationally supporting legacy Diagnostics tools and systems to enable replacements solutions to be built. You will work hand in hand with the TPMs responsible for the replacement solutions in order to prioritize which work should take place in legacy tools and which work should be focused in the upcoming new applications. This role is critical in order to sift through competing priorities and develop an informed roadmap to appropriately move the Diagnostics space forward.

Job Description

Roles and Responsibilities

• As an Operational Leader for Diagnostics suite of tools, Collaborate / Coordinate with Aviation Fleet support & Customers to understand user needs, issues, improvement areas and facilitate the change management.
• Planning, organizing, and strategizing the daily operations and routine as part of operations management.
• Interacts with customers/stakeholders in VOC requirements-gathering, fine tuning, and obtaining product feedback.
• Establish continuous process improvement by applying Lean concepts for the process & technical related issues.
• Manage day to day operational issues for supporting and maintaining critical diagnostics applications. Also responsible for application and platform SLA's against operational commitments.
• Analyze and assess impact of change requests, prioritize and facilitate execution by ensuring release procedures and processes are applied.
• Manage planning of system tests and user acceptance tests.
• Coordinate technical documentation of functional & non functional requirements.
• Define & maintain Standard Operating Procedures (SOPs) for all operational processes.
• Manage deliverables of legacy diagnostics applications to ensure they meet business needs and performance targets.
• As a Process owner, define the right KPIs that need to be monitored and enable continuous improvement across all legacy diagnostics operations.
• Be a subject matter expert on legacy Diagnostics tools and systems (Fleet Monitor, CNR, etc.), as well as on the Diagnostics widgets within the Customer Portals environment.
• Lead efforts to prioritize critical work against legacy systems/widgets vs work to be focused on replacement solutions.
• Support all production Diagnostics Tools and Diagnostics Customer Portals widgets alongside a DT ops team, resolving outages, maintaining security compliance requirements, and being a voice for the users of these critical tools.
• Develop, support, and execute against a roadmap alongside your functional counterparts.
• Interface directly and develop effective working relationships with counterpart software engineering team.
• Document well thought out, detailed user stories and ensure software and data engineering teams understand features and their purpose.
• Develop and own the strategy for your area, while driving a bi-weekly release cycle.
• Prioritize continuously in accordance with the understanding and validation of customer problems and needs.
• Demonstrate expert level skill in problem decomposition and ability to navigate through ambiguity.
• Own and manage the backlog; continuously order and prioritize to ensure that 1-2 sprints/iterations of backlog are always ready.

Required Qualifications

• Bachelor’s degree from an accredited university or college with minimum of 4 years of digital technology experience (OR Associates degree with minimum of 7 years of professional experience OR High School Diploma with minimum of 9 years of professional experience.)
• Minimum 3 years of professional experience in Digital Technology.
• Ability to travel to customer sites US and France 3-4 times per year.
• Note: Military experience is equivalent to professional experience.

Preferred Qualifications:

• Strong Communication skills with Customer Groups.
• Ability to prioritize consistently with ever changing requirements.
• Expert SME on Diagnostic Systems and tools and extensive work within incident ticketing systems like Salesforce, Remedy and ServiceNow.

Eligibility Requirement

• Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job.

Additional Information