Sr Technology Analyst

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: About UsAt Southwest Airlines, we believe that flying should feel like freedom. For over 50 years, weve been connecting people to what matters most with low fares, legendary hospitality, and a heart for service. Our culture is built on the principles offun,friendliness, andfamily, making us one of the most admired workplaces in the world. If youre passionate about making a difference, love working in a fast-paced environment, and want to help millions of travelers reach their destinations with a smile, Southwest Airlines is the place for you. Here,your career can truly take flight. As the Sr Technology Analyst Global supporting the AI Platform Operations Pod, youll play a key role in ensuring Southwests AI platforms run reliably, safely, and at scale as they move into production. This Team focuses on monitoring performance, managing service levels, and continuously improving AI outcomes so platforms and products deliver real business value over time. In this role, youll partner across Product, Engineering, and Business Teams to analyze needs, define solutions, and support production operations using strong service management practices. Youll contribute to incident, problem, and change workflowsdeveloping runbooks, supporting root cause analysis, and driving postincident improvementswhile providing clear communication and datadriven insights during highpriority events. This role offers the opportunity to grow deep expertise in AI platform operations, observability, and stakeholder collaboration, helping ensure Southwests AI capabilities remain dependable as they evolve to support Employees and Customers across the Company. ResponsibilitiesApply knowledge and skills of analysis, business processes, tools, domains, project methodologies, requirements definitions, and testing to solve a range of problemsPartner with other Technology Team members to provide advice or solutions within his or her area of expertiseIdentify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and search for and seize opportunities to do more or to do things betterEstimate effort and value for solutionsApply business solutions with broad level knowledge about technology platforms/architecturesVerify information and carefully review and check the accuracy of own work using dependency identification processes in technology workEstablish or follow prioritization processes to drive work, completing work with a sense of urgencyExpress ideas, business or technical requirements clearly and concisely in writing using appropriate levels of summary and synthesis on a regular and consistent basisMonitor program risks, issues, and scope, ensuring the appropriate level of priority, visibility and escalationMay perform other job duties as directed by Employee's Leaders Knowledge, Skills and AbilitiesAdvanced knowledge of business analysis, process modeling and redesignAdvanced knowledge of technical environmentsAdvanced knowledge of software development methodologiesSkilled in excellent partnering, communication, and negotiation in working with various Teams and/or external partnersAbility to analyze large, complex, or vague Business or technical problems, articulating the problem or root cause, and translating the analysis into viable solution recommendationsAbility to work effectively in a strong Customer service/team oriented environmentAbility to research, create, and document requirements, processes, and technical specificationsAbility to manage and prioritize multiple and widely varied work streams/tasksAbility to take on multiple assignments, whether administrative or project related, while maintaining a successful level of completion in all responsible work; able to mentor others to do the sameAbility to develop, present and effectively communicate ideas and strategies to a variety of audiencesAbility to teach and mentor others concerning technical and business subjectsEducationRequired: Bachelor's degree in Computer Science, Engineering, Information Systems or related field and/or equivalent formal training ExperienceRequired: Advanced-level experience, seasoned and specialized knowledge in:Information technology (IT) operations, programming, systems/software development or another IT related field5-7 years work related experience3+ years experience in Tech program / service management for production support or platform programs 3+ years experience in incident, problem, changerunbooks, RCA, post-mortems 1+ .