Lead Critical Incident Specialist

Department:

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:

Job Summary

Responsibilities:

• Ensure flawless execution of the Critical Incident Management process
• Run and manage incident restoration bridges
• Drive transparent communication that promotes very high levels of internal/external customer satisfaction
• Work directly with stakeholders and executives to drive restoration during critical Incidents and improve overall response for future incidents
• Lead cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
• Lead enterprise-wide drills to ensure excellent response posture
• Partner and collaborate closely with Infrastructure, Engineering, Operations, ETO Support, Business and Leadership
• Establish standards and procedures that maximize operations responses to encountered incidents and minimize service availability interruptions
• Prepare Post Incident Review documents and attend Problem Management review meetings to ensure determination of Root Cause analysis
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Skilled in a Customer-centric attitude and ability to focus on providing best-in-class service for customers and stakeholders
• Knowledge of incident management frameworks (IMS, ITIL, NIMS, NIST, SANS, etc.)
• 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
• Skilled in thought and intellectual leadership
• Skilled in ITIL service management framework - ITIL Foundation Certified required
• Ability to be tech savvy and have a broad based foundation of IT knowledge
• Ability to understand and explain interconnected application functionality in a complex environment
• 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

Education:

• Required: High School Diploma or GED

Experience

• Required: Advanced-level experience, seasoned and specialized 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/critical 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 $112,600 per year to $114,950 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)
• Southwest will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings**
• Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents (including pets)
• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
• Explore more Benefits you'll 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 schedule and applicable IRS limits ***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

Southwest Airlines is an Equal Opportunity Employer.
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