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Engineer Service Management 10/11/2017

JetBlue Long Island City, NY

Company
JetBlue
Location
Long Island City, NY
AJE Ref #
579727875
Job Classification
Full Time
Job Type
Regular
Company Ref #
33567
Experience
Mid-Career (2 - 15 years)
Education
Bachelors Degree

JOB DESCRIPTION

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Position Expectations

Position Title: Engineer Service Management - Problem



Position Summary

The Engineer Service Management Problem is responsible for the implementation, performance and effectiveness of the IT Service Management Problem Management Process. This includes communication of the process and training of all resolver groups.

Essential Responsibilities

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Oversee and be responsible for the implementation and effectiveness of the Problem Management Process.
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Evaluate the performance of those organizations that have a role(s) in the Problem Management Process.
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Propose both quantitative and qualitative measures of different components of the Problem Management Process.
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Oversee the Major Incident Review (MIR) process and ensure the quality of the MIR and the findings and action items.
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Evaluate performance of technologies and effectiveness of tools and technologies involved and recommend improvements (e.g. monitoring effectiveness, monitoring alert/alarm response by responsible organizations)
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Track performance/effectiveness trends and recommend actions to remediate any negative trends.
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Work with Project Teams to ensure that Problem Management tasks are identified on the project plan and worked to completion to ensure that the support and resolver teams for JetBlue and JetBlue Business Partners are ready to support and resolve incidents when any new capability is deployed.

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Assist in prioritizing new development projects, enhancement projects for existing systems and systems maintenance projects
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Works closely with various project teams, third party vendors and other groups to coordinate projects and activities.
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Recognizes and identifies potential areas where existing policies and procedures require change
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Provides guidance and assesses requirements for additional services and promote use of IT services, where appropriate
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Provides on-call support to Change Management in rotation with other team members
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Other duties as assigned

Minimum Experience and Qualifications

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Bachelor s Degree and/or demonstrated capability to perform job responsibilities through four (4) previous years of experience and education

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Three (3) years experience in industry
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Familiarity with ITIL processes and terminology
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Ability to work well with others and complete tasks with minimal supervision
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Ability to work effectively with all levels and in diverse environments
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Ability to manage risk
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Excellent verbal and written communication skills
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Available to be on-call for emergency situations
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Available for occasional overnight travel (10%)
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Pass a ten (10) year background check and pre-employment drug test
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Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

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ITIL v3 Foundations
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Strong interpersonal, leadership and managerial skills, including the ability to motivate others
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Ability to tailor communication style to different audiences, and to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.)
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Ability to work in a high-pressure environment
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Ability to rapidly resolve issues and recognize when escalation is necessary
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Effective time management and prioritization skills
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Excellent problem solving and structured thinking skills
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Flexibility, agility and change management skills
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Excellent customer service and an understanding of how IT is ultimately delivered to the Customer

Crewmember Expectations:

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Regular attendance and punctuality
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Potential need to work flexible hours and be available to respond on short-notice
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Well groomed and able to maintain a professional appearance
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When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
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Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
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Promote JetBlue s #1 value of safety as a Safety Ambassador, supporting JetBlue s Safety Management System (SMS) components, Safety Policy and behavioral standards
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Identify safety 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:

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Computer and other office equipment

Work Environment:

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Normal office Environment

Physical Effort:

Generally not required, or up to 10 pounds occasionally

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the crewmember(s) assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Position Expectations may be subject to change as the needs of the organization change.

JetBlue Airways Corp. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Overview

With a mission to Inspire Humanity, JetBlue Airways exists to provide superior service in every aspect of our customer’s air travel experience. Nearly 15 years after JetBlue took to the air on February 11, 2000, it serves more than 85 BlueCities throughout the United States, the Caribbean and Latin America. JetBlue crewmembers share a passion for delivering an amazing experience to customers and one another by living the airline’s founding values of Safety, Caring, Integrity, Passion and Fun. JetBlue embraces its diversity by supporting peer networking groups and recruiting activities for Latino, LGBT and Veteran crewmembers, as well as women in aviation.

Company Size:
10,000+ Employees
Industry
Airline
Founded:
1999
Social Media:
Headquarters:
27-01 Queens Plaza North
Long Island, NY 11101

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