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:
As the Sr Technology Analyst Global supporting the AI Platform Operations Pod, you’ll play a key role in ensuring Southwest’s 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, you’ll partner across Product, Engineering, and Business Teams to analyze needs, define solutions, and support production operations using strong service management practices. You’ll contribute to incident, problem, and change workflows—developing runbooks, supporting root cause analysis, and driving post‑incident improvements—while providing clear communication and data‑driven insights during high‑priority events. This role offers the opportunity to grow deep expertise in AI platform operations, observability, and stakeholder collaboration, helping ensure Southwest’s AI capabilities remain dependable as they evolve to support Employees and Customers across the Company.Responsibilities
- Apply knowledge and skills of analysis, business processes, tools, domains, project methodologies, requirements definitions, and testing to solve a range of problems
- Partner with other Technology Team members to provide advice or solutions within his or her area of expertise
- Identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and search for and seize opportunities to do more or to do things better
- Estimate effort and value for solutions
- Apply business solutions with broad level knowledge about technology platforms/architectures
- Verify information and carefully review and check the accuracy of own work using dependency identification processes in technology work
- Establish or follow prioritization processes to drive work, completing work with a sense of urgency
- Express ideas, business or technical requirements clearly and concisely in writing using appropriate levels of summary and synthesis on a regular and consistent basis
- Monitor program risks, issues, and scope, ensuring the appropriate level of priority, visibility and escalation
- May perform other job duties as directed by Employee's Leaders
Knowledge, Skills and Abilities
- Advanced knowledge of business analysis, process modeling and redesign
- Advanced knowledge of technical environments
- Advanced knowledge of software development methodologies
- Skilled in excellent partnering, communication, and negotiation in working with various Teams and/or external partners
- Ability to analyze large, complex, or vague Business or technical problems, articulating the problem or root cause, and translating the analysis into viable solution recommendations
- Ability to work effectively in a strong Customer service/team oriented environment
- Ability to research, create, and document requirements, processes, and technical specifications
- Ability to manage and prioritize multiple and widely varied work streams/tasks
- Ability 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 same
- Ability to develop, present and effectively communicate ideas and strategies to a variety of audiences
- Ability to teach and mentor others concerning technical and business subjects
Education
- Required: Bachelor's degree in Computer Science, Engineering, Information Systems or related field and/or equivalent formal training
Experience
- Required: Advanced-level experience, seasoned and specialized knowledge in:
- Information technology (IT) operations, programming, systems/software development or another IT related field
- 5-7 years work related experience
- 3+ years experience in Tech program / service management for production support or platform programs
- 3+ years experience in incident, problem, change—runbooks, RCA, post-mortems
- 1+ years experience with AI/LLM/agentic concepts and observability for AI systems
- 3+ years experience in stakeholder management across product, eng, and business during P1/P2 incidents
- 3+ years experience reporting, dashboarding, ticket analytics (Jira/ServiceNow + Power BI/Tableau)
- Preferred:
- Jira Advanced Roadmaps / Confluence reporting
- US–India delivery / shift handoff experience
- AI/ML observability tools (Datadog AI, MLflow, Weights & Biases)
- ServiceNow / Jira Service Management admin or reporting
- SAFe / PMP certification
Other Qualifications
- Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information
- Ability to work extended hours as needed
Southwest Airlines is an Equal Opportunity Employer.
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