JetBlue Airways

Lead, Incident Operations

JetBlue Airways • $100K — $166K *
Long Island City, NY 11101In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree in a relevant field or equivalent experience in cyber security operations (4+ years)
  • Four years of experience in coordinating or supporting cybersecurity incidents or technology incident management
  • Strong understanding of incident response concepts, containment, and remediation processes
  • Proven track record in managing incident communications and cross-team coordination
  • Exceptional written and verbal communication skills for diverse audiences
  • Strong organizational skills with the ability to prioritize and track multiple tasks under pressure
  • Availability for on-call and off-hours incident responses as needed

Responsibilities

  • Lead operational coordination for cybersecurity incidents and manage communication during incidents
  • Support incident declaration, escalation processes, and adherence to response workflows
  • Translate technical findings into clear summaries for leadership
  • Maintain accurate records of incidents, decisions made, and follow-up actions
  • Drive follow-through on lessons learned and corrective actions post-incident
  • Identify and address gaps in incident response readiness
  • Develop and enhance incident response procedures and communication templates

Benefits

  • Healthcare benefits and 401(k) plan with company match
  • Opportunity for free space available travel on JetBlue
  • Short-term and long-term disability coverage and basic life insurance
  • Access to a stock purchase plan and additional perks for employees
Full Job Description
Position Summary:

We are seeking an Incident Operations Lead to support the Cyber Security Incident Response function through incident coordination, stakeholder communication, readiness, documentation, and post-incident follow-through. The ideal candidate is security-fluent, highly organized, comfortable operating during high-pressure events, and able to translate technical findings into clear actions and leadership-ready updates.

This role works closely with technical Incident Response analysts, but is focused on continuous improvement of and leading the operational execution of Incident Response and supporting the technical investigators.

Essential Responsibilities:
  • Lead the operational coordination of cybersecurity incidents, including bridge management, stakeholder communication, action tracking, handoffs, documentation, and leadership-ready status updates.
  • Coordinate response activity across Incident Response, Threat Intelligence, Detection Engineering, Security Monitoring, IT Operations, Identity, Infrastructure, application teams, Legal, Communications, vendors, and other stakeholders as needed.
  • Support incident declaration, escalation, severity alignment, communication cadence, and response workflow execution in accordance with established incident response procedures.
  • Translate technical findings, timelines, risks, containment actions and remediation status into clear summaries for leadership and non-technical stakeholders.
  • Maintain accurate incident records, including timelines, key decisions, attendees, action items, evidence references, follow-up owners, and closure documentation.
  • Drive post-incident follow-through by converting lessons learned, gaps, and corrective actions into tracked issues with owners, due dates, updates, and closure evidence.
  • Identify gaps in incident readiness, including access, tooling, logging, escalation paths, contact lists, documentation, playbooks, templates, evidence handling, and cross-team dependencies.
  • Develop, maintain, and improve incident response procedures, bridge guidance, communication templates, after-action processes, tabletop materials, and response readiness documentation.
  • Coordinate tabletop exercises, readiness reviews, control tests and follow-up tracking to improve the organization's ability to respond to cybersecurity incidents.
  • Support operational prioritization during high-volume periods or active incidents by helping organize response activity, reduce coordination friction, and maintain visibility into outstanding work.
  • Provide guidance to analysts and stakeholders on incident documentation, communication expectations, escalation hygiene, and action tracking during response activities.
  • Other duties as assigned.

Minimum Experience and Qualifications:
  • Bachelor's Degree in Cyber Security, Information Technology, Computer Science, Business, Emergency Management, or other relevant discipline; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience in cyber security operations, incident response, technology incident management, enterprise IT operations, or a related field.
  • Four (4) years of experience coordinating or supporting cybersecurity incidents, technology incidents, security operations, or similar high-priority operational response activities.
  • Demonstrated security fluency, including the ability to understand incident response concepts, common security events, severity/risk, containment, remediation, evidence handling, and escalation needs.
  • Experience managing incident calls, operational bridges, action trackers, status updates, stakeholder communications, or cross-team response coordination.
  • Strong written and verbal communication skills, including the ability to summarize complex technical information clearly for technical and non-technical audiences.
  • Ability to organize ambiguous information into clear priorities, owners, actions, timelines, risks, and decisions during time-sensitive events.
  • Ability to work effectively with technical responders without micromanaging investigation steps, while ensuring response activity remains structured, documented, and moving forward.
  • Strong problem-solving, judgment, ownership, and follow-through skills in a fast-paced operational environment.
  • Ability to manage multiple priorities, stakeholders, issues, and deadlines at once.
  • Ability to pass a live scenario-based interview or skills demonstration with JetBlue Crew Members.
  • Available and willing to participate in periodic on-call duties and off-hours Incident Response as required.
  • 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 United States is required. This position is not eligible for visa sponsorship.
  • Must be eligible to hold a US government security clearance if JetBlue deems it relevant to the role.

Preferred Experience and Qualifications
  • Five (5) or more years of experience in cybersecurity operations, incident response, security operations, technology incident management, crisis management, or a similar operational leadership function.
  • Experience serving as an Incident Commander, Incident Manager, Cyber Incident Coordinator, Response Lead, Major Incident Manager, CSIRT Coordinator, or similar role.
  • Experience working in or closely with a SOC, Incident Response team, Threat Detection team, managed security provider, or enterprise cyber security organization.
  • Familiarity with SIEM, EDR, SOAR, case management, ticketing, identity, email security, cloud security, endpoint security, and network security concepts.
  • Experience with platforms such as Splunk, Microsoft Defender, SentinelOne, XSOAR, ServiceNow, Jira, or similar investigation, response, and work tracking tools.
  • Experience developing or maintaining incident response playbooks, runbooks, communication templates, after-action reports, tabletop exercises, metrics, dashboards, or process documentation.
  • Familiarity with cybersecurity incident response frameworks or practices such as NIST SP 800-61, CSIRT operating models, MITRE ATT&CK, ITIL Major Incident Management, or similar guidance.
  • Experience coordinating legal, communications, executive leadership, vendor, or external partner involvement during significant incidents or operational events.
  • Experience tracking corrective actions, remediation items, issue backlogs, control gaps, or cross-team dependencies to closure.
  • Airline, transportation, critical infrastructure, or large-enterprise experience in Security Operations, Incident Response, Threat Detection, Technology Operations, or Crisis Management.
  • Relevant certifications such as Security+, CISSP, GCIH, GCIA, GCFA, PMP, ITIL, or similar security, incident management, or project management credentials.
  • Strong sense of urgency, professionalism, ownership, and desire to continuously improve incident response readiness and execution.

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 aircraft.
  • Organizational fit for the JetBlue culture, that is, exhibit JetBlue's values of Safety, Caring, Integrity, Fun and Passion.
  • Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards.
  • Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System.
  • Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls.
  • Responsible for ensuring crewmembers have requisite training, resources and support to achieve safety objectives.
  • Identify safety and 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.

Equipment:
  • Computer and other office equipment.

Work Environment:
  • Traditional office environment.

Physical Effort:
  • Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:
  • The base pay range for this position is between $100,000 and $166,000 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

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About JetBlue Airways

JetBlue is a customer service channel for Major United States Airline based in Queens, New York. It is a passenger airline that operates primarily on point-to-point routes with its fleet of 120 Airbus A320 aircraft and 49 EMBRAER 190 aircraft. As of December 31, 2011, it served 70 destinations in 22 states, Puerto Rico, Mexico and 12 countries in the Caribbean and Latin America. Most of JetBlue flights have as an origin or destination New York or one of its other focus cities: Boston, Fort Lauderdale, Los Angeles, Orlando or San Juan, Puerto Rico. As of December 31, 2011, the Company operated an average of 700 daily flights. During the year ended December 31, 2011, the Company acquired eight take-off and landing slots at each of New York’s LaGuardia Airport and Washington D.C.’s Ronald Reagan National Airport. The Company’s operations primarily consist of transporting passengers on its aircraft with domestic United States operations, including Puerto Rico, which accounted for 85% of its capacity in 2011.

JetBlue Airways Careers

There has never been a more exciting time to explore job opportunities at JetBlue Airways, a leading company in the aviation industry known for its innovation, strong culture, and commitment to diversity and leadership development. Work You’ll Do Join JetBlue Airways' dynamic team to help redefine the future of air travel with a focus on customer service excellence and operational efficiency. At JetBlue, you will be part of a culture that values diversity, leadership, and professional growth. Transform your career and the airline industry with JetBlue’s commitment to innovation and excellence. Lead from a unique position in the marketplace, where your skills in technology, customer service, and team collaboration are highly valued. Work with a dedicated team of professionals who are passionate about creating an outstanding travel experience. Collaborate with industry leaders and benefit from a culture that supports career advancement and professional development. Introducing the JetBlue Professional Growth and Development Initiative We are building a market-leading team to master the challenges of the modern aviation industry. At JetBlue, you will find a supportive environment where career growth and learning are encouraged through comprehensive training and leadership development programs. Do Innovative Work Join a team that is at the forefront of the aviation industry, where you can apply your skills in a variety of roles, from pilot and cabin crew positions to engineering and customer support. JetBlue offers a wide range of job opportunities that allow you to innovate and excel. Be Part of a Great Team Work on a wide range of projects and utilize the latest technology in aviation. Harness the unparalleled capabilities of a team that values integrity, teamwork, and mutual respect. Future-Proof Your Career Advance your career with JetBlue Airways, where your ambition can take you to new heights. Enjoy near-limitless opportunities to grow professionally, supported by unmatched training, development, and certification support. Explore JetBlue’s internship programs offer a unique insight into the workings of one of the most innovative airlines in the industry. These programs provide hands-on experience and are a stepping stone to full-time employment. The JetBlue Experience Our combined service capabilities, commitment to innovation, and a diverse and inclusive workplace help employees thrive and lead in their careers. At JetBlue, we are dedicated to nurturing a professional environment where every team member can succeed. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Explore the various employment paths JetBlue Airways offers, from customer service to pilot positions. SEARCH JETBLUE JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at JetBlue Airways.
Learn more about JetBlue Airways
Size
19,304 employees
Market Cap
$2 billion
Industry
Aerospace & Defense
Net Income
-$1.3 billion
Founded
1999
5 Year Trend
-1.7%
Revenue
$2.9 billion
NASDAQ
JBLU
* Ladders Estimates

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