Principal Engineer IT System

The Principal Engineer – IT System at United Airlines Business Services Pvt. Ltd in India is responsible for leading end-user support strategy, technical direction, and operational excellence for the IKC site. The role involves overseeing field services engineers, contractors, and the Tech Hub, ensuring reliable device lifecycle management, and aligning local operations with regional and enterprise priorities. Candidates must have a Bachelor’s or Associate degree in an IT field or 8+ years of relevant experience, with 8–10 years in IT, hands-on expertise in generative and agentic AI, and strong communication and leadership skills. Legal work authorisation in India and fluency in English are required. Preferred qualifications include a Master’s degree and experience with digital technology infrastructure. The Principal Engineer – IT System at United Airlines Business Services Pvt. Ltd is a pivotal leadership role responsible for guiding the technical direction and operational excellence of the IKC site in India. This position oversees field services engineers, contractors, and the Tech Hub, ensuring a stable, secure, and scalable end-user computing environment. The role collaborates closely with internal leaders, external partners, and vendors to align site priorities and resolve operational challenges. The Principal Engineer is expected to drive continuous improvement, enforce technical standards, and foster a culture of shared ownership and accountability. This position offers opportunities for professional growth and development within a dynamic, technology-driven environment. Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job overview and responsibilities

This role works closely with the APAC Sr. Manager and field services leadership to shape and execute the end-user support strategy for IKC, aligning local operations with regional and enterprise priorities.
The principal Engineer leads IKC field services engineers and contractors, including oversight of the IKC Tech Hub, providing clear guidance, driving standards, and holding the team accountable to performance and SLA commitments. It ensures consistent and reliable end-user equipment support, covering break/fix, refresh programs, and overall device lifecycle management.
The Field Services L3 Principal Engineer in IKC, India is responsible for setting the technical direction for the site and ensuring a stable, secure environment that supports more than 1,300 employees. Works closely with internal leaders, external business partners, vendors, and contractors to keep priorities aligned and resolve broader site challenges. By building strong teamwork and shared ownership, this role ensures goals are delivered and the operation continues to run without disruption.

• Leads day to day activities for IKC, assigns resources to projects, leads Employees, contractors and vendors Coaches, mentors and supports others stretching beyond their comfort levels and trying new techniques that may enhance success
• Ensures staff have the skills and resources to get things done, provides staff with coaching, training, and opportunities for growth to improve their skills
• Collaborates with IKC business and technology leaders to drive strategic initiatives
• Provides overall technical leadership for the IKC site, setting standards and ensuring a stable, secure, and scalable end-user computing environment
• Leads IKC engineers, contractors, and the Tech Hub operation, driving accountability, performance, and alignment to SLA commitments
• Serve as the primary interface with internal leaders, external business partners, vendors, and contractors, aligning priorities and resolving operational or systemic issues
• Drive continuous improvement and promote shared ownership within the team, strengthening service performance, accountability, and delivery against key business goals
• Establish and enforce operational processes and technical standards, ensuring compliance with enterprise architecture, security, and governance requirements

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

Qualifications: What’s needed to succeed (Minimum Qualifications):

• A Bachelors or Associate degree or industry certification in an applicable IT field, or 8+ years of applicable IT experience
• Minimum of 8-10 years of IT experience
• Must be hands-on with Generative AI (GenAI) and Agentic AI, with demonstrated daily use of AI-powered tools to enhance productivity, automate workflows, and solve business problems.
• Strong verbal and written communication skills
• Ability to communicate solutions to both technical and non-technical audiences
• Aptitude for problem solving, looking beyond the obvious and not stopping at the first answer
• Strong level of poise in high pressure environments
• Active commitment to self-development
• Technical aptitude and ability to learn new technologies
• Must be legally authorized to work in India for any employer without sponsorship
• Must be fluent in English (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• IOS, Windows, LAN room and (DT) Digital technology Infrastructure experience (Copper, fiber optic)

Travel Requirement:

• Selected candidate will need to travel 25%, to countries in APAC and USA.

United's Digital Technology team is comprised of many talented individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job overview and responsibilities

This role works closely with the APAC Sr. Manager and field services leadership to shape and execute the end-user support strategy for IKC, aligning local operations with regional and enterprise priorities.
The principal Engineer leads IKC field services engineers and contractors, including oversight of the IKC Tech Hub, providing clear guidance, driving standards, and holding the team accountable to performance and SLA commitments. It ensures consistent and reliable end-user equipment support, covering break/fix, refresh programs, and overall device lifecycle management.
The Field Services L3 Principal Engineer in IKC, India is responsible for setting the technical direction for the site and ensuring a stable, secure environment that supports more than 1,300 employees. Works closely with internal leaders, external business partners, vendors, and contractors to keep priorities aligned and resolve broader site challenges. By building strong teamwork and shared ownership, this role ensures goals are delivered and the operation continues to run without disruption.

• Leads day to day activities for IKC, assigns resources to projects, leads Employees, contractors and vendors Coaches, mentors and supports others stretching beyond their comfort levels and trying new techniques that may enhance success
• Ensures staff have the skills and resources to get things done, provides staff with coaching, training, and opportunities for growth to improve their skills
• Collaborates with IKC business and technology leaders to drive strategic initiatives
• Provides overall technical leadership for the IKC site, setting standards and ensuring a stable, secure, and scalable end-user computing environment
• Leads IKC engineers, contractors, and the Tech Hub operation, driving accountability, performance, and alignment to SLA commitments
• Serve as the primary interface with internal leaders, external business partners, vendors, and contractors, aligning priorities and resolving operational or systemic issues
• Drive continuous improvement and promote shared ownership within the team, strengthening service performance, accountability, and delivery against key business goals
• Establish and enforce operational processes and technical standards, ensuring compliance with enterprise architecture, security, and governance requirements

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.Qualifications: What’s needed to succeed (Minimum Qualifications):

• A Bachelors or Associate degree or industry certification in an applicable IT field, or 8+ years of applicable IT experience
• Minimum of 8-10 years of IT experience
• Must be hands-on with Generative AI (GenAI) and Agentic AI, with demonstrated daily use of AI-powered tools to enhance productivity, automate workflows, and solve business problems.
• Strong verbal and written communication skills
• Ability to communicate solutions to both technical and non-technical audiences
• Aptitude for problem solving, looking beyond the obvious and not stopping at the first answer
• Strong level of poise in high pressure environments
• Active commitment to self-development
• Technical aptitude and ability to learn new technologies
• Must be legally authorized to work in India for any employer without sponsorship
• Must be fluent in English (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• IOS, Windows, LAN room and (DT) Digital technology Infrastructure experience (Copper, fiber optic)

Travel Requirement:

• Selected candidate will need to travel 25%, to countries in APAC and USA.

Equal Opportunity Employer
The University of Missouri System is an Equal Opportunity Employer. Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, or protected veteran status, or any other status protected by applicable state or federal law. This policy applies to all employment decisions including, but not limited to, recruiting, hiring, training, promotions, pay practices, benefits, disciplinary actions and terminations. For more information, visit https://www.umsystem.edu/ums/hr/eeo.

• All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, or protected veteran status, or any other status protected by applicable state or federal law. Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using Responsibilities
• Lead efforts to set the technical direction for the IKC site, ensuring a stable and secure end-user computing environment.
• Take ownership of field services engineers, contractors, and the Tech Hub operation, driving accountability and performance to SLA commitments.
• Collaborate cross-functionally to align local operations with regional and enterprise priorities.
• Deliver high-quality end-user equipment support, including break/fix, refresh programmes, and device lifecycle management.
• Serve as the primary interface with internal leaders, external business partners, vendors, and contractors to resolve operational or systemic issues.
• Help drive innovation in continuous improvement and promote shared ownership within the team.
• Establish and enforce operational processes and technical standards, ensuring compliance with enterprise architecture, security, and governance requirements.
• Provide coaching, training, and opportunities for staff growth to enhance their skills and performance.
• Lead efforts to mentor and support employees, contractors, and vendors, encouraging new techniques and best practices. Skills
• Demonstrated hands-on experience with Generative AI (GenAI) and Agentic AI, including daily use of AI-powered tools to enhance productivity and solve business problems.
• Strong verbal and written communication skills, with the ability to communicate solutions to both technical and non-technical audiences.
• Proven problem-solving aptitude, with a focus on looking beyond the obvious and not stopping at the first solution.
• Ability to maintain composure and professionalism in high-pressure environments.
• Active commitment to self-development and technical aptitude for learning new technologies.
• Experience with digital technology infrastructure, including IOS, Windows, LAN room, and (DT) Digital Technology Infrastructure (Copper, fibre optic). Education
• A Bachelor’s or Associate degree or industry certification in an applicable IT field, or 8+ years of applicable IT experience is required.
• A Master’s degree is preferred.