Department:
TechnologyOur Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Job Description:
Job Summary
All of Southwests People come together to deliver on our Purpose; Connecting People to whats important in their lives through friendly, reliable, and low-cost air travel. The Senior Critical Incident Specialist delivers on our Purpose by joining the Technology Enterprise Command Center (TECC), assisting with restoration efforts for critical outages. This role sits within the Network Operations Control (NOC) and processes and proactively monitors and assists with incidents as needed by sending written communications to Technology, Business Customers, and Company Senior Leadership related to significant Technology outages. The Senior Critical Incident Specialist is a strong communicator who looks forward to driving the future of Southwest.
The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX headquarters facility during business hours.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
Responsibilities:
Identify and drive continuous improvement efforts to reduce waste (eliminate, automate or streamline) and drive standardization and service focused instrumentation
Partner with support and development teams to implement technical solutions and process improvements to improve detection and resolution response that prevent repeat issues
Ensure smooth execution of the Critical Incident Management process, including running and managing incident restoration bridges, while providing transparent communication that promotes high levels of internal/external customer satisfaction
Work directly with stakeholders and executives to drive resolution during critical incidents and improve overall response for future incidents
Lead enterprise-wide drills to ensure excellent response posture
Partner and collaborate closely with Infrastructure, Engineering, Operations, ETO Support, Business and Leadership
Assist in the development of standards and procedures that maximize operation&39;s responses to encountered incidents and minimize service availability interruptions
Prepare post incident review documents that will help Problem Management in determination of root cause analysis
Partner with support and development teams to implement technical solutions and process improvements to improve detection and resolution response that prevent repeat issues
Collect and analyze metrics and trend to pro-actively prevent incidents
May perform other job duties as directed by Employee&39;s Leaders
Knowledge, Skills & Abilities
Ability to understand and explain interconnected application functionality in a complex environment and share knowledge with peers
Skilled in a Customer-centric attitude and the ability to focus on providing best-in-class service for customers and stakeholders
Knowledge of incident management frameworks (IMS, ITIL, NIMS, NIST, SANS, etc.), core infrastructure, cloud services, platforms, and microservices - ITIL Foundation Certified strongly preferred
Ability to execute with a high level of operational urgency with an ability to maintain calm, and work closely with a team and stakeholders during a critical situation while using project management skills
Ability to present to C-Level executives with outstanding communication skills
Ability to respond to and lead complex incident response in a 24/7/365 environment and provide mission-critical support to large enterprises
Ability to lead a large group up to 200 people including support, development, leaders and executives on a single call
Ability to capture notes / action items while facilitating the call to create problem records and lead problem meetings
Ability to effectively triage - be able to detect and determine symptom vs cause and capture key data from various sources, systems and people
Knowledge of business strategies and priorities
Education:
- Required: High School Diploma or GED
Experience
- Required: Intermediate-level experience, fully functioning broad knowledge in:
- networking, application development/support or platform engineering/support
- operational and services experience in a cloud environment
- managing, coordinating, and ensuring resolution on major incidents
Physical Abilities
- Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
- Ability to communicate and interact with others in the English language to meet the demands of the job
- Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications:
- Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
- Must be at least 18 years of age
- Must be able to comply with Company attendance standards as described in established guidelines
- Ability to work a flexible schedule, including weekend and overnight shifts
Pay & Benefits:Competitive market salary from $92,950 - $103,300 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.Benefits youll love: • Fly for free, as a privilege, on any open seat on all Southwest flights (your eligibledependents too) • Southwest will help fund your 401(k) retirement savings with Companycontributions up to 9.3 of your eligible earnings**• Potential for annual ProfitSharing contribution in the Southwest RetirementSavings Plan- when Southwest profits, you profit***• Competitive health insurance for you and your eligible dependents (includingpets)• Southwest offers health plan coverage options that start from the very first day ofemployment. You will have 30 days to select and enroll in your health plan withcoverage retroactively available to your first day of employment.• Explore more Benefits youll love: https://careers.southwestair.com/benefits*Pay amount does not guarantee employment for any particular period of time.**401(k) match contributions are subject to Retirement Savings Plan vesting scheduleand applicable IRS limits***ProfitSharing contributions are subject to Retirement Savings Plan vesting scheduleand are made at the discretion of the CompanySouthwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date
10/09/2024