Job Description

The Engineer of the IT OCC is responsible for and owns the end-to-end assessment, triage, communications and resolution of production incidents within a 24/7 Operations Command Center (OCC). This role serves as the central command ensuring rapid detection, timely restoration of services during incidents leveraging real-time monitoring and alerting tools. The OCC engineer collaborates closely across the entire IT organization to maintain and protect systems stability, minimize downtime, and continuously improve operational reliability.

Essential Responsibilities

• Ensure rapid Mean Time to Acknowledge (MTTA) and Mean Time to Restore (MTTR) through effective triage, troubleshooting and escalation
• Incident leader for high-severity (SEV1/SEV2) incidents as well as lower severity incidents
• Lead incident bridges ensuring clear ownership, driving resolution and adherence to recovery timelines
• Monitor enterprise environments using tools PagerDuty, Azure Monitor, Grafana and AppDynamics
• Evaluate alerts and events against defined SLIs, SLOs, and error budgets to determine business impact and response urgency
• Provides timely escalation for issues based on predefined levels for mission critical applications using the Incident Management methodology
• Track, document, and manage incidents using ServiceNow, ensuring accurate updates, clear timelines, and proper closure
• Coordinate incident communications, including internal updates, status notifications, and executive-level briefings as required
• Partner with Network, Infrastructure, Cloud, and Application teams to support root cause analysis (RCA) and post-incident reviews (AAR)
• Identify trends, recurring issues, and operational gaps to support continuous improvement and incident reduction initiatives
• Maintain and continuously improve runbooks, escalation procedures, and incident playbooks
• Participate in shift handovers, ensuring operational continuity and visibility into active or high-risk issues
• Use a proactive approach to problem resolution, aimed at reducing the number of reported incidents and enhancing the technology experience for the business
• Partner with engineering and operations teams to improve monitoring coverage and reliability
• Ability to remain calm, decisive, and organized during critical, high-pressure incidents
• Excellent written and verbal communication skills across technical and business audiences
• Other duties as assigned

Minimum Experience and Qualifications

• Associate’s Degree in an IT related discipline; OR demonstrated capability to perform job responsibilities with a combination of a High School Diploma/GED and at least two (2) years of previous related work experience

• Two (2) years of experience in a 24/7 Network Operations Center (NOC)
• Two (2) years of hands-on Incident Management experience aligned with ITIL framework
• Two (2) years of experience using tools PagerDuty, AppDynamics, Azure Monitor
• Excellent time management skills
• Flexibility with schedule - this is a role with changing shift times that provides 24/7 365 days onsite support
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as or when they occur
• Must be able to pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor’s Degree in Information Technology or Computer Science
• Four (4) years of experience in a 24/7 NOC
• Four (4) years’ experience using monitoring tools PagerDuty, AppDynamics, Azure Monitor
• Leadership skills to effectively communicate and lead a team of engineers to build and share their knowledge
• Experience supporting Azure-based cloud environments
• Experience leading blameless post incident reviews and driving reliability improvements
• Experience with Incident Management tool PagerDuty

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment
• This role is 100% on-site

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $90,000.00 and $128,600.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

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