Engineer/Sr Engineer, IT Service Management

8/25/25

Location: Rio West E Bldg (PHX-RWE1)
Cities: Phoenix - AZ
Requisition ID: 80623
This job will continue to be posted until at least 9/1/25. If interested, please apply prior to this date.

Job Description

Intro

Are you ready to explore a world of possibilities, both at work and duringyour 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 on board!

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 system

What you'll do

As noted above, 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 practices
• Devotes time to raising the quality and craftsmanship of products and systems
• Conducts root cause analysis to identify domain level problems and prescribes action items to mitigate
• Designs self-contained systems within a team's domain, and leads implementations of significant capabilities in existing systems
• Coaches team members in the execution of techniques to improve reliability, resiliency, security, and performance
• Decomposes intricate and interconnected designs into implementations that can be effectively built and maintained by less experienced engineers
• Anticipates trouble areas in systems under development and guides the team in instrumentation practices to ensure observability and supportability
• Defines test suites and instrumentation that ensures targets for latency and availability are being consistently met in production
• Leads through example by prioritizing the closure of open vulnerabilities
• Evaluates potential attack surfaces in systems under development, identifies best practices to mitigate, and guides teams in their implementation
• Leads team in the identification of small batches of work to delivery the highest value quickly
• Ensures reuse is a first class consideration in all team implementations and is a passionate advocate for broad reusability
• Formally mentors teammates and helps guide them to and along needed learning journeys
• Observes their environment and identifies opportunities for introducing new approaches to problems

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.
• 3+ years of experience as a developer in a technology organization.
• 2+ years of experience working with Site Reliability Engineering (SRE), DevOps, or Infrastructure teams.
• Familiarity with SRE practices such as incident management, SLOs/SLIs, and automation.
• Experience with tools such as Dynatrace, Thousand Eyes, ServiceNow and similar tools.
• Experience with Python and Java
• Excellent communication, leadership, and facilitation skills.
• Understanding of cloud platforms (AWS, Google Cloud Platform, Azure), CI/CD pipelines, and observability tools (Prometheus, Grafana, ELK Stack).

Preferred Qualifications- Education & Prior Job Experience

• Previous experience working directly with SRE teams or DevOps.
  
  Understanding of infrastructure-as-code tools like Terraform or CloudFormation.
  
  Knowledge of containerization and orchestration technologies such as Docker and Kubernetes.

Skills, Licenses & Certifications
Proficiency with the following technologies:

Deployment Technologies: Kubernetes, Docker

Source Control: GitHub, Azure DevOps

Cloud Providers such as Azure and AWS

• Ability to optimize solutions for performance, resiliency and reliability while maintaining an eye toward simplicity
• Ability to concisely convey ideas verbally, in writing, in code, and in diagrams
• Proficiency in Agile methodologies, such as SCRUM
• Proficiency in DevOps Toolchain methodologies, including Continuous Integration and continuous deployment

What you'll get

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you'll have access to your health, dental, prescription and vision benefits to help you stay well. And that's just the start, we also offer virtual doctor visits, flexible spending accounts and more.
• Wellness Programs: We want you to be the best version of yourself - that's why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

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.