Responsibilities

• Provide 24/7 fleetwide support for incident triage and coordination, ensuring timely responses, accurate ServiceNow documentation, and ITIL-aligned execution.

• Evaluate, prioritize, and escalate incidents based on criticality and operational impact.

• Lead incident response efforts, coordinating resources, facilitating communications, and driving resolution, focusing on restoring services for the guest/crew experiences.

• Provide major incident management support, including coordinating resources, facilitating communication, and driving resolution efforts for incidents that have a significant impact on operations or guest/crew experiences

• Act as the primary point of contact for assigned ships, providing white-glove support to shipboard leaders

• Conduct ship health checks, turnaround validations, and proactive stabilization of systems and services

• Collaborate across shipboard, development, support, and vendor teams to drive resolution and align on priorities

• Communicate incident status, operational impacts, and resolutions to internal stakeholders with clarity and consistency

• Monitor system performance, conduct and validate deployments, support integration or feature testing as needed, and leverage operational data to prevent incidents

• Partner with DevOps and Engineering teams during releases to monitor outcomes and manage risk.

• Contribute to root cause analysis, process improvements, and experience reliability initiatives.

• Support automation, tooling enhancements, and long-term experience roadmap execution.Support training, demos, activations, and updates to keep shipboard and shoreside teams aligned

• Contribute to root cause analysis, recurring issue reduction, and process improvements

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Computer Science, Computer Engineering, Information Systems, or a similar degree

• 3+ years of experience in technical operations or a similar role

• Strong understanding of business operations, project management, process improvement, and the DevOps CI/CD pipeline

• Excellent organizational and multitasking skills

• Strong problem-solving abilities, critical thinking skills, and attention to detail

• Proven ability to work under pressure and meet deadlines

• Exceptional communication and interpersonal skills

• Intermediate+ levels of experience and/or certifications in the following systems and applications such as:

• AWS

• VMware

• Jenkins

• Redhat

• Ansible

• Kubernetes

• Docker

• BitBucket

• Confluence