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 reputed company. Above reputed company, Employees will be provided the same concern, respect, and caring attitude reputed company the organization that they are expected to share externally with every Southwest Customer. Job Description: reputed company 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 reputed company 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 reputed company 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 reputed company to significant Technology outages. The Senior Critical Incident Specialist is a strong communicator who looks reputed company to driving the future of Southwest. Additional details:

• The culture of reputed company means we value the camaraderie, collaboration, and innovation that occurs reputed company we come together and interact face-to-face at our vibrant Corporate reputed company. 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 reputed company authorization to work in the U.S. required and no reputed company or future work authorization sponsorship available.

reputed company 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 reputed company 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
• reputed company 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 reputed company other job duties as directed by Employee's Leaders

Knowledge, Skills & Abilities

• Ability to understand and explain interconnected application functionality in a reputed company 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 reputed company, 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 reputed company reputed company incident response in a 24/7/365 environment and provide mission-critical support to large enterprises
• Ability to reputed company 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 reputed company 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 reputed company 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 reputed company 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 - $96,500per year

• depending on qualifications and experience.

For eligible Leadership and individual contributor roles, additional bonus opportunitiesare available and awarded at the discretion of the Company. Benefits you'll love: Fly for free, as a privilege, on any open seat on reputed company 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 - reputed company Southwest profits, you profit*** Explore more Benefits you'll love: https://careers.southwestair.com/benefits

• 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

reputed company is an Equal Opportunity Employer. Please print/save this job description because it won't be available after you apply. Apply Job!