At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
Who You Are
You are an Incident Manager who is the main point of contact for all major priority incidents that impact customer’s operations. You have experience setting up and leading conference bridges with highly technical people needed to restore normal service operation as quickly as necessary to minimize the impact to customers’ business operations, while ensuring the successful execution of the Incident management process, which includes quickly capturing/recording, via an online tool, details discussed during the conference bridge ie. relevant findings, decisions, and actions made during major outage situations. You have excellent verbal and written communication skills to keep executive stakeholders informed during the course of all major incidents from incident escalation through resolution, including postmortem reviews.
POSITION RESPONSIBILITIES
Coordinates the resolution of major issues with internal and external teams to drive incidents to resolution
Communicates incident status, resolution and business impact to internal and external stakeholders
Facilitates the completion of the postmortem statement for all high severity, critically impactful incidents
Ability to foster internal relationships in order to organize incident resolution efforts as quickly and smoothly as possible.
Gather data and generate reports within ITSM tool to provide trending of major incidents
Responsible for participating in implementing continual improvements for escalation Best Practices and Incident Management workflows
Communicate with a variety of technical teams, project managers, and executive leadership
Assists optimizing Service management processes, defining and implementing metrics utilizing information Technology Infrastructure Library (ITIL) V3 framework/best practices.
Integrates improved Service Management processing in a monitoring and reporting framework.
Develops process, policy and workflow design and implementation utilizing ITIL V3 framework.
Assists in setting up Configuration Management Data Base (CMDB) and Service Catalog and executing associated Change Management process.
Performs other related duties, including special projects, as requested or required.
REQUIRED QUALIFICATIONS:
Successfully manage major incidents to quick resolution meeting expected SLAs
Facilitate multiple high priority issues at any given time without sacrificing SLA commitments
Coordinate and Lead technical conference bridges to foster quick incident resolution
Excellent written and verbal skills to communicate pertinent details regarding major incidents to executives, product, and technical teams
Familiar with ITIL Service Management best practices
Experience using ITSM tools to record incident and emergency change details
Technical degree in a related field of study and typically 5 or more years of related work experience managing major incidents in a fast paced customer facing organization or an equivalent combination of education and experience
This is a shift worker role.
Employer will not sponsor applicants for employment visa status.
Relocation:
This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Please apply by sending your CV in English.
Join us if you want to:
• Be part of implement a new application that improves the life of thousands of airline crew members
• Have the opportunity to work with the most well-known companies in the aviation world
• Learn new things every day
• Work together with highly motivated and skilled team mates
• Work with new technologies and cloud deployments
• Have Private Medical Insurance (Skandia)
• Enjoy additional days off for Christmas break (December 24th-January 1st)
• Participate in employee recognition program (Boeing PridePoints)
Export Control Requirements: Not an export control position
Equal Opportunity Employer:
We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law.
We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are proud members of the Valuable 500 and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.
