What does a Shipboard Technical Incident Manager do?

Sail to exotic places and make sure guests have fun. It involves much more than that, of course, and Kayla has been filling that role for LMS/GEM since 2021. She works with the XOps Team as a Shipboard Technical Incident Manager. 

In short, she performs many functions to sustain the Ocean Medallion™ technologies, which support Princess MedallionClass® cruises with an app and a wearable device.

Kayla Roberts 2

She explains for herself.

“I manage implementation, return to service, and sustainment of OCEAN Technologies into the onboard environment of Princess Cruise Line (PCL) vessels. These technologies support MedallionClass ships by enabling guests to have more accessibility to features like daily itineraries, making dining reservations, and finding their way around the ship.”


With thousands of guests, issues happen, and incident managers are vital to the Network Operations Center (NOC) to detect problems before anyone else. Systems also need daily validation and “triaging” of experiences that may not be functioning as expected.

These experiences are on either the MedallionClass® app, Portals (large touchscreens on the ship), or the guest’s stateroom television. Things happen, and it is the dependability of incident managers to grasp the issue and communicate with the crew and our NOC in Fort Lauderdale.

Connectivity issues can occur if the ship is in a remote area such as Glacier Bay, Alaska. Guests’ phones are occasionally non-compatible too. In both cases, Kayla must be compassionate.

“I inform the guest not to worry and that most experiences they will be missing are available on their stateroom TV and Portals around the ship.”

In either case, she inquires with (ship electronic services) SES about what the cause may be, creates an incident report, and informs the NOC directly.

Flexibility is essential aboard a ship.

“Every day looks entirely different, and I love that the job combines the guest and crew interaction piece with brain-stimulating troubleshooting.”

She comes from a hospitality background, so her attitude and personality match the position.

Time off on a cruise ship is an opportunity few others can envision.

“I have been to Alaska, the Caribbean, the West Coast Run, and the Mediterranean in the past year and loved every minute of it!”

She works remotely from shore when not on a ship, which can be anywhere.

“My last remote shift, I worked from the Amalfi Coast in Italy. I simply adjusted my schedule to work with the time difference. I could hike to Fiordo di Furore in the morning then work from 2:30 p.m. to 11:30 p.m.”

If traveling is your thing, Shipboard Technical Incident Manager is ideal. Kayla makes the most of it, seeing the world while gaining valuable experience aboard a floating retreat.

“Over the last year with LMS, I have gone to London, Paris, France, Berlin, Germany, Cappadocia, Turkey, Acapulco, Mexico, Mykonos, Santorini, Athens, Greece, Sorrento, Capri, Amalfi, and Positano Italy. I also took a road trip on the West Coast to Lake Tahoe, San Francisco, Big Sur, and Napa Valley – all in my time off. I am very grateful for LMS and this position as a Shipboard Technical Incident Manager.”