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United Airlines Principal Incident Manager in Chicago, Illinois

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The United IT team designs, develops and maintains massively scaling technology solutions that are brought to life with innovative architectures, data analytics and digital solutions.

Job overview and responsibilities

The Principal Incident Manager is responsible for evaluating, escalating and managing Major Incidents from intake through resolution at United. The Incident Management team’s role is to expedite service restoration in order to minimize or prevent impact to the business. Incident Management provides support 24x7x365. Shifts will be determined by the Sr. Manager – Incident Management. Schedule flexibility will be required to cover PTO or sick-days for other team members.

Expertly lead a Major Incident through its lifecycle via a conference call and maintain focus on the task at hand. This includes but is not limited to:

  • Coordinating activities across teams to ensure timely and successful service restoration

  • Maintaining composure under pressure

  • Collaborating effectively with fellow Incident Managers

  • Quickly correlate conditions to alerts and understand their impact to business services

  • Effectively prioritize incidents based on business impact and urgency

  • Ensure when potential Major Incidents are detected they are escalated appropriately

  • Maintain focus on the ultimate goal which is to reduce mean time to resolution (MTTR)

  • Communicate frequently with Senior Leadership on restoration efforts and current status

  • Articulate incident recaps for Management with detailed yet concise verbal / written communications

  • Compose detailed Post Incident Reports for all Major Incidents with an overview, findings, timeline of events, follow-up items and applicable snapshots to highlight alerts

  • Prepare incident report for the daily DT Operations briefing

  • Act as the Communications Manager when needed to send out communications, gather resources and scribe work notes

  • Work closely with Change and Problem Management teams to identify and drive continuous improvement while identifying opportunities for proactive incident prevention

  • This also includes promoting adherence to Incident Management and ITSM policy and procedures

  • Be flexible with schedule including working various shifts to maintain coverage


  • B.S. in IT related field, or equivalent work experience

  • 7 years of IT experience

  • 3 years of Incident Management experience

  • Excellent verbal and written communication

  • Extreme multi-tasker

  • Ability to maintain composure under pressure

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position


  • ITSM tool experience preferably ServiceNow

  • Major Incident Management experience

  • 24x7x365 shift work experience

  • ITIL Foundation

  • Major Incident Management

  • Airline industry

  • Basic Network / Server principles

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled