Sr Critical Incident Specialist

Department:

Technology

Our 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:

All of Southwest's People come together to deliver on our Purpose; Connecting People to what's 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.

Additional details:

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.

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

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'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'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

Licensing/Certification

N/A

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 $86,850 - $96,500 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 you'll love:

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)

• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck**

• Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit***

• Explore more Benefits you'll love:

*Pay amount doesn't guarantee employment for any particular period of time

**401(k) match contributions are subject to the plan's vesting schedule and applicable IRS limits

***ProfitSharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company

Southwest Airlines is an Equal Opportunity Employer.

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