Engineer IT OCC

JetBlue Airways Corporation•New York, NY

1d•$90,000 - $128,600•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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