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Position Title: Engineer Applications Server (LSC)

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Position Summary

The Engineer Applications Server maintains and supports users and solutions throughout the Systems Operations Center as well as companywide. The Engineer leverages available technologies, and customer service skills to provide a level of service that is aligned with the organization's objectives, initiatives and the business needs. The Engineer installs, maintains, and troubleshoots software and hardware. The Engineer works with other IT groups within the company as well as business partners to maintain systems and applications.

Essential Responsibilities

• Responsible for day-to-day monitoring of the Windows Server, Azure and applications environment
• Monitor, configure, support, and troubleshoot desktop and server based applications on a local and remote level throughout the enterprise
• Perform routine health checks against our Citrix computing environment
• Monitors the environment using tools Sumo Logic and AppDynamics dashboards
• Provides timely escalation for issues based on predefined levels for mission critical applications
• Owns and drives proper resolution of incidents via the Incident Management process
• Opens, updates, and closes Incidents and Requests tickets via ServiceNow ticketing tool
• Partners with other IT Teams and business partners as needed
• Use a proactive approach to problem resolution, aimed at reducing the number of reported incidents and enhancing the technology experience for the business
• Ensures timely and courteous service is delivered at all times
• Revises documentation as new information or processes are identified
• Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues
• 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 experience using tools Sumo Logic, AppDynamics
• Two (2) years of desktop support
• Excellent time management skills
• Flexibility with schedule - this is a role with changing shift times that provides 24/7 365 days onsite support
• Prior Support and/or call center experience
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as or when they occur
• Available for overnight travel (10%)
• 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 Sumo Logic and AppDynamics
• Leadership skills to effectively communicate and lead a team of engineers to build and share their knowledge
• Experience in an environment using Azure technology
• Microsoft Certified Systems Engineer certification or equivalent
• Knowledge of 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 $100,000.00 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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