United Airlines QA Manager - Information Technology in Chicago, Illinois

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The QA Manager

Information Technology QA / Quality Assurance Engineer position is responsible and accountable for day-to-day supervision and direction of QA Engineer related roles within a specific functional area. Directly supervises engineering professionals. Has management accountability for the administration and operational support of specific functional IT engineering activities supporting departmental or functional strategy. Leads application of structured methods to analysis, design, development, testing, evaluation, and implementation and support specific platforms. Ensures stable performance and availability of platforms through monitoring and tuning. Works closely with senior managers and SME Leadership team to influence technical and architectural aspects of computing platforms.



  • Directs, coordinates and evaluates the work of engineering team to ensure technical discipline is providing all users with prompt and accurate services

  • Identifies and leads functional team to solve technical, operational and organizational issues

  • Reviews and is responsible for departmental budgets and resource allocations

  • Develops departmental tactical plans to support technical and operational strategy

  • Partners with various functional teams across the IT departments to support strategic enterprise vision and design

  • Evaluates operating systems, infrastructure components and or network software, hardware, methods and techniques to improve systems/network reliability and performance

  • Works under general direction of senior manager and or SME level management


  • Manages and prioritizes the work of the engineering team in functional area

  • Participates in problem management processes to determine root cause of failures and improve performance and reliability of systems and networks

  • Leads functional team to ensure capacity management of specific computing platforms, network engineering and storage management is established and monitored

  • Establish consistent and repeatable processes to maintain system software and deliver security patches to computing platforms and network infrastructure

  • Ensures engineering solutions are clearly communicated for implementation

  • Ensures compliance of engineering policies, standards and procedures within functional team

  • Monitor and stay abreast of industry trends and anticipate future direction for system platforms

IT Process Management and Administrative:

  • Accountable for administrative management of 3 - 5 IT professionals, either as direct reports or sourced – HR administration, Salary administration, Time Reporting, etc.

  • Define, prioritize, allocate resources, track and provide status reporting of work assignments, projects, program

  • Budget and cost management for the projects/programs

  • Ensure IT application development process disciplines (solution delivery, project management, work requests, QA, etc.) and standards are established, effectively managed and performed

  • Provide information and periodic updates to support overall IT performance metrics, monthly project status reporting and quarterly resource planning review

Organizational Effectiveness / People:

  • Provide leadership by ensuring department and individuals goals are met

  • Manages talent utilizing HR supplied recognition tools and participates in workforce planning, staffing, and development

  • Participates in assessing and recommending improvements to the organization structure, roles and responsibilities

  • Responsible for individual performance assessments and improvement plans

  • Responsible for coaching, counseling, assisting employees to develop individual career development and training plans

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

Travel subject to service charges/restrictions. Bonuses awarded only under terms of United's policies.


  • BS/BA preferably in Information Technology or Business or equivalent experience, education or training required



  • 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


  • Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes to get things done

  • Flexibility - Is open to change, enjoys the challenge of unfamiliar tasks, anticipates and adjusts to problems and roadblocks, is not thrown off when things change, can flex to future consequences and trends appropriately

  • Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn’t stop at the first answer

  • Self-Development - Is actively committed to continuously improve him/herself, understands that different situations and levels may call for different skills and approaches, knows personal strengths, weaknesses, opportunities and limits, works on compensating for weaknesses and limitations, seeks feedback, gains insights from mistakes, is open to criticism without being defensive

  • Task Management - Delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates and resolves or escalates any problems that arise



  • 5 years applicable experience in the design/administration/support of four or more platforms; or 3 -5 years equivalent in dept experience in the above related areas


  • Knowledge of systems (operating/Integration/architecture) and programming languages/methodologies

  • Understanding of server and desk top based technology, utilizing network systems related to enterprise view

  • Previous airline experience is ideal


  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position