Location: Long Island, NYC - Remote Available
Duration: 6 months
Airline - Loyalty Management
Performance Monitoring
TTH - Loyalty
Position Summary
The Technical Analyst – Monitoring and Data Insights plays a critical role on the IT Loyalty Product Platform team by driving operational excellence through proactive monitoring and data-driven insights. This role focuses on identifying trends, anomalies, and opportunities using real-time telemetry, dashboards, and log analysis to improve the stability and performance of loyalty technology solutions.
The Technical Analyst partners closely with Engineering, Product, Operations, and third-party vendors to define meaningful metrics, develop alerting frameworks, and translate system behaviors into actionable insights. The role supports the creation of a resilient, observable platform by enabling early issue detection, performing root cause analysis, and reporting on platform health and adoption. The ideal candidate brings strong technical skills—particularly in SQL and digital experience tools like FullStory—and a passion for using data to uncover and solve problems.
Essential Responsibilities
• Design, build, and continuously improve dashboards and alerts that monitor key loyalty systems, ensuring they remain accurate, relevant, and actionable in daily operations. (e.g., APIs, third-party integrations, batch processes, event pipelines)
• Collaborate with Engineering and Product teams to define KPIs and health metrics that reflect real-time platform performance and customer impact
• Develop automated telemetry and monitoring frameworks to track service availability, latency, error rates, and transaction volumes across Loyalty technology
• Analyze telemetry data (logs, metrics, traces) and user behavior to identify patterns, detect anomalies, and surface customer-impacting trends that inform platform decisions.
• Develop and share timely insights and reports on platform health, adoption, and incident impact to support business and technical stakeholders.
• Perform root cause analysis (RCA) of incidents and contribute to post-incident reviews with recommendations for prevention
• Help define and implement data instrumentation standards across services and partners
• Collaborate with vendors and internal technology teams to ensure observability tooling is aligned and optimized for business needs
• Leverage platforms such as FullStory to analyze user journeys and application behavior for improved customer experience.
• Use SQL and tools like BigQuery or Snowflake to extract, manipulate, and analyze large datasets.
• Other duties as assigned
Minimum Experience and Qualifications
• Bachelor’s Degree in Computer Science, Information Systems, Data Analytics, Engineering, or related field; with a combination of a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Three (3) years of experience in monitoring, observability, data analysis, or system operations
• Familiarity with monitoring tools such as New Relic, Sumo Logic, Datadog, Grafana, or equivalent
• Proficiency in querying languages such as SQL, KQL, or log-based scripting for dashboards and analysis
• Experience with APIs, JSON payloads, and system log formats
• Strong analytical and critical thinking skills, with a curiosity for exploring data and solving complex technical problems
• Excellent verbal and written communication skills
• Ability to review, consolidate, communicate and reverse-engineer complex technical and systems documentation
• Strong working knowledge of Microsoft Office Suite, including Outlook, Excel, Word and Visio
• Able to interact professionally with diverse stakeholders at all levels of the organization, including the ability to exercise good judgment in frequency and nature of communications to different parties (senior management, stakeholders, team members, etc.)
• Working knowledge of risk management and quality assurance standards and methodologies
• Experience in statistical and other quantitative and qualitative analytical methodologies
• Experience in the commercial aviation industries with exposure to supporting IT systems and technologies
• Available for occasional overnight travel (10%)
• Must 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
• Experience working with customer-facing platforms, Loyalty or CRM systems
• Familiarity with data visualization tools like Tableau, Power BI or Looker
• Experience supporting production systems and participating in on-call rotations
• Exposure to cloud-based platforms (e.g., Google Cloud Platform, AWS) and event-driven architecture
• Experience with session replay tools like Quantum Metrics, Fullstory, Amplitude
• Knowledge of Agile/Scrum methodologies
• Understanding of service-level objectives (SLOs), error budgets, and incident management frameworks
• Ability to work independently and collaboratively in a fast-paced environment
• Strong interpersonal and demonstrated facilitation skills including the ability to motivate and influence others, and able to foster and contribute to a positive, upbeat team environment
• Strong customer service ethic and an understanding of how IT is ultimately delivers to the customer
• High tolerance for working in a dynamic and shifting environment and able to readily embrace and participate in change initiatives
• Ability to work well with others and complete tasks with minimal supervision
• Effective time management and prioritization skills
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))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.
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