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About American Airlines:To Care for People on Life's Journey®. Together with our American Eagle regional partners, we offer thousands of flights daily to more than 350 destinations in more than 60 countries.American Airlines is transforming the way it delivers technology to its customers and team members worldwide.American’s Tech Hub in Hyderabad, India, is our latest technology office location and home to team members who drive technical innovation and engineer unrivalled digital products to best serve American’s customers and team members. With U.S. tech hubs in Dallas-Fort Worth, Texas and Phoenix, Arizona, our new team in Hyderabad, India enables better support of our 24/7 operation and positions American to deliver industry-leading technology solutions that create a world-class customer experience.Job DescriptionEngineer, IT Service ManagementINTRO:Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise, and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop onboard!WHY YOU’LL LOVE THIS JOB:As one diverse, high-performing team dedicated to technical excellence, you will focus relentlessly on delivering unrivaled digital products that drive a more reliable and profitable airline.IT Service Management (ITSM) encompasses a comprehensive set of practices, policies, and procedures designed to effectively manage and deliver IT services within an organization. This strategic approach emphasizes the entire lifecycle of IT services—from planning and design to deployment, operation, and continuous improvement. By prioritizing alignment with business objectives, ITSM ensures that IT services not only meet the technical requirements but also address the needs of end-users, enhancing overall user satisfaction and productivity. Additionally, ITSM fosters collaboration across teams, encourages a culture of accountability, and facilitates compliance with regulatory standards, ultimately driving greater business value and operational efficiency. An observability engineer is responsible for ensuring that software systems are effectively monitored and maintained. They work to improve the visibility of system performance by designing and implementing monitoring solutions, analyzing data, and identifying areas for improvement. This role requires a strong understanding of software architecture, as well as knowledge of logging, metrics, and tracing tools. Observability engineers collaborate closely with developers, operations teams, and other stakeholders to ensure that systems are reliable and performant. Overall, their goal is to enhance the ability to observe, understand, and troubleshoot complex systems.WHAT YOU’LL DO:This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.Writes, tests, and documents technical work products (e.g., code, scripts, processes) according to organizational standards and practicesDevotes time to raising the quality and craftsmanship of products and systemsConducts root cause analysis to identify domain level problems and prescribes action items to mitigateDesigns self-contained systems within a team's domain, and leads implementations of significant capabilities in existing systemsCoaches team members in the execution of techniques to improve reliability, resiliency, security, and performanceDecomposes intricate and interconnected designs into implementations that can be effectively built and maintained by less experienced engineersAnticipates trouble areas in systems under development and guides the team in instrumentation practices to ensure observability and supportabilityDefines test suites and instrumentation that ensures targets for latency and availability are being consistently met in productionLeads through example by prioritizing the closure of open vulnerabilitiesEvaluates potential attack surfaces in systems under development, identifies best practices to mitigate, and guides teams in their implementationLeads team in the identification of small batches of work to delivery the highest value quicklyEnsures reuse is a first class consideration in all team implementations and is a passionate advocate for broad reusabilityFormally mentors teammates and helps guide them to and along needed learning journeysObserves their environment and identifies opportunities for introducing new approaches to problemsALL YOU’LL NEED FOR SUCCESS:Minimum Qualifications – Education & Prior Job Experience:Bachelor's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/training3+ years of experience designing, developing, and implementing large-scale solutions in production environmentsPreferred Qualifications – Education & Prior Job Experience:Master's degree in Computer Science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering or related technical discipline, or equivalent experience/trainingAirline Industry experienceSkills, Licenses, and Certifications:Design, develop, and customize ServiceNow solutionsImplement and optimize ITSM & ITOM modulesConfigure Discovery, Service Mapping, and Event ManagementManage CMDB lifecycle and ensure data integrityDevelop integrations with external systemsParticipate in requirement analysis and solution designProvide L2/L3 support and performance optimizationCollaborate with cross-functional teams and stakeholdersHardware Assest Management is mandatory LANGUAGE / COMMUNICATION SKILLS:Ability to effectively communicate both verbally and written with all levels within the organizationPhysical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship. Note: If the Company has reason to question an employee’s physical ability to safely and/or successfully perform the position’s essential job functions, the HR team generally will engage in an interactive process to determine whether a reasonable accommodation is appropriate. HR (working with the operation) ordinarily first speaks with the team member directly and they mutually identify the physical demands of the job that are or may be impacted by the employee’s obvious or known condition. Then, if necessary, HR would request medical documentation from the team member’s treating physician or others to confirm the employee’s ability to perform those essential job functions safely and successfully.FEEL FREE TO BE YOURSELF AT AMERICAN:Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.COMPETENCIES:CaringCollaborationDevelopmentFutureResults