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Mid-level, metro hybrid role with common ITSM skills and broad appeal increases applicant competition.
ITSM and incident response skills are widely transferable across industries despite preferred airline domain familiarity.
Explicit 3–5 years requirement, ITIL Foundation and ITSM tool experience enforce moderate applicant filtering.
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Manage IT service incidents end-to-end, ensuring SLA compliance and coordinating resolution teams across all severity levels.
Conduct root cause analysis for significant or recurrent incidents, producing documentation and remediation plans to improve service reliability.
Leverage AI-powered tools (ServiceNow AI, PagerDuty AI, Dynatrace, generative AI) for proactive incident detection, intelligent routing, automated escalation, and high-quality incident reporting.
3–5 years of incident management experience in a technology environment.
Knowledge of ITIL incident and problem management, with ITIL Foundation certification.
Experience with ITSM platforms and monitoring tools.
Bachelor's degree in IT or related field.
Experienced in coordinating cross-functional technical teams during active IT incidents with clear operational accountability.
Familiarity with AI-powered monitoring and incident management tools and generative AI for documentation and communications.
Understanding of airline industry technology environment and mission-critical system incident management is a plus but not mandatory.