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Technology Operations Supervisor

2 months ago

Dallas, Texas, United States Southwest Airlines Full time

Technology Operations Supervisor - Commercial Data Delivery

Job Id: 37423

Location: Dallas, Texas, United States

Department: 20-Technology

Category: Technology

Job Type: Regular Full-Time

JOB DESCRIPTION

At Southwest Airlines, we are committed to fostering a stable work environment that promotes equal opportunities for professional development and personal growth. We believe in treating our employees with the same respect and care that we extend to our customers.

This role will oversee a newly established SRE Pod dedicated to GetHealthy initiatives for ADFS and CD-A. You will provide daily technical, functional, and strategic leadership for our enterprise Infrastructure and Services function Teams. Your responsibilities will include assisting in the design, installation, and connectivity of computer systems and network infrastructure to ensure the reliable operation of the organization’s IT assets. This encompasses the development, configuration, maintenance, support, and optimization of both new and existing network hardware, software, and communication links. Additionally, you will manage telephone, data center, security systems, and other electronic infrastructure.

KEY RESPONSIBILITIES:

  • Take ownership of issues and ensure they are resolved effectively.
  • Assist Technicians with technical challenges.
  • Lead the diagnosis and resolution of Priority 1 and Priority 2 incidents, escalating and communicating high-severity issues to the Technology Leadership Team.
  • Maintain operational standards for monitoring, troubleshooting, reporting, and documenting production issues, as errors can significantly impact the organization.
  • Manage critical events in accordance with business continuity procedures.
  • Act as a liaison between business partners and other Technology teams.
  • Review plans for hardware and software implementations.
  • Contribute to the Annual Operating budget and maintain accountability for operational spending.
  • Ensure solutions are effectively communicated to customers and team members.
  • Provide daily leadership, coaching, and training to the team, exemplifying a strong work ethic, positive attitude, and productivity.
  • Understand and communicate Company and Department goals/initiatives to the team, integrating these objectives into daily operations.
  • Meet any physical ability requirements outlined in this description.
  • Perform other duties as assigned by leadership.

BASIC QUALIFICATIONS:

  • High School Diploma, GED, or equivalent education required.
  • Must be at least 18 years of age.
  • Authorization to work in the United States as defined by the Immigration Reform Act of 1986.

EDUCATION:

  • High school diploma or GED required.
  • BS or BA in Computer Science, Computer Engineering, or Information Systems preferred.

WORK EXPERIENCE:

  • Minimum of 5 years of experience in an IT Engineering Environment required.
  • At least 2 years of direct or indirect leadership experience required.
  • Experience in negotiating trade-offs in a technical environment is preferred.
  • Experience in negotiating priorities with leadership is preferred.
  • Experience in balancing conflicting needs is preferred.

LICENSING/CERTIFICATION:

  • ITIL Foundations Certification is a plus.

SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

  • Must comply with Company attendance standards as described in established guidelines.
  • Strong knowledge of network topologies, operating systems, hardware, and software configurations, as well as training development and instructional techniques.
  • Extensive knowledge of a large multi-platform environment, including but not limited to Microsoft, Cisco, and VMware, as well as experience with storage area networks, LAN, WAN, wireless networks, virtualization, firewalls, and routers.
  • Advanced understanding of enterprise operational policies and procedures.
  • Demonstrated strong organizational, communication, and prioritization skills, with the ability to work in a matrixed environment that includes employees, vendors, and managed services.
  • Proven understanding of business operations and the ability to coach and develop the team to enhance their knowledge of business applications and their impact on business functions.

OTHER QUALIFICATIONS:

  • Available to work rotating shift schedules covering 24-hour, 7-days a week operations, and be on-call.
  • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.

Southwest Airlines is an Equal Opportunity Employer.

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