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Senior Manager, Technical Support Reservation Systems - 90117052 - Washington

Date: Jul 31, 2019

Location: Washington, DC, US, 20002

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Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority and the success of our railroad is the result of our employees.

Are you ready to join our team?

The Sr. Manager may manage multiple IT process within one functional area. The position may also manage services provided to internal and external customers. 


  • Responsible for aligning information technology planning with the business strategy. Responsibilities include, but may not be limited to, the following: 
  • Works with business partners to understand business needs.
  • Leads and participates in a IT advisory board(s) to manage IT services demand. Duties include communicating needs and priorities and providing feedback on pricing and investment.
  • Provides input to business technology planning within their functional area. Implements solutions consistent with the architecture.
  • Manages the development and implementation of IT initiatives to support business strategy.
  • Provides high-quality services at optimal cost to customers. Measures service performance and implements improvements as needed.
  • Manages the improvement processes that impact customer satisfaction and relationships. Owns the designated processes and is accountable for ensuring that establishes processes are followed. 
  • Participates in the development of IT budgets. Tracks and takes appropriate steps to stay within budget.
  • Develops and implements technologies to improve the performance of multiple business processes and increase profitability.
  • Participates and provides input to the SLA development process. Ensure internal SLA's are met.
  • Provides advice and counsel to the vendor relationship decision-making and contract development processes.
  • Reviews service provider performance. Identifies and confirms performance problems and notifies contract managers.
  • Meets regularly with team to gather work statuses. Discuss work progress and obstacles. Provides advice, guidance, encouragement and constructive feedback. Ensures work, information ideas, and technology flow freely among the section.
  • Establishes measureable individual and team objectives that are aligned with business and organizational goals. Documents and presents performance assessments. Recognizes and rewards associates commensurate with performance. Implements organizational practices for staffing, Equal Employment Opportunity (EEO), diversity, performance management, development, reward and recognition, and retention.
  • Identifies the roles, skills and knowledge required. Ensure staff has the resources and skills needed to support all work initiatives. Participates in IT workforce deployment activities.
  • Generates appropriate communication, process and educational plans for mitigating the disruption of change. Identifies and removes obstacles to change.
  • Lead the team responsible for 24x7 support for all Mainframe Arrow and Corporate systems.
  • Travel and Transportation Mainframe knowledge specifically in z/TPF reservations systems and Cobol Financial systems. 
  • Insure service and support readiness for new applications
  • Work seamlessly with numerous Vendor companies whom are required to provide 24x7 support for critical Appl components.
  • Effectively manage and lead teams to meet SLAs for service restoration of critical systems.
  • Coordinate and manage deployment of effective and comprehensive SOPs to other teams for App support.



  • 7 to 10 years of relevant technical and business managerial experience.
  • May require knowledge of one processes/services. Business experience should include assignments in one or more business and technical processes.
  • Technical and/or ITIL, or equivalent Certifications
  • 10+ years of experience in application software development, support, including 3+ years of management experience;
  • Minimum 2 years’ experience in leading 24x7 system and application support.


  • Requires experience in managing teams and building relationships with people at a variety of levels.
  • Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.

The successful candidate will have proven experience with:

  • Manage business critical situations
  • Manage in a matrix environment with cross team dependencies
  • Client expectation management, financial management, program management.
  • Advanced Systems and Applications debug/problem analysis capability

Master's degree in related technical/business areas or equivalent.



  • Master's degree in related technical/business areas or equivalent.
  • z/TPF, z/OS, z/VM, Linux, Maximo, Service Now, 
  • Knowledge of multiple business process areas within Amtrak, especially Reservation ecosystems. 
  • Support and business process design and reengineering.

Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated

Requisition ID:39229
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:None 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.  

In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions.   If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.

POSTING NOTES: Information Technology || Information Technology

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