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Incident Manager
2 months ago
We are seeking a highly skilled Incident Manager to join our team at The Boeing Company. As a key member of our Service Management team, you will be responsible for coordinating the resolution of major issues with internal and external teams to drive incidents to resolution.
Key Responsibilities- Coordinate and lead technical conference bridges to foster quick incident resolution.
- Communicate incident status, resolution, and business impact to internal and external stakeholders.
- Facilitate 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.
- Assist in optimizing Service management processes, defining and implementing metrics utilizing Information Technology Infrastructure Library (ITIL) V3 framework/best practices.
- Integrate improved Service Management processing in a monitoring and reporting framework.
- Develop process, policy, and workflow design and implementation utilizing ITIL V3 framework.
- Assist in setting up Configuration Management Database (CMDB) and Service Catalog and executing associated Change Management processes.
- Perform other related duties, including special projects, as requested or required.
- Successfully manage major incidents to quick resolution meeting expected SLAs.
- Facilitate multiple high priority issues at any given time without sacrificing SLA commitments.
- 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.
- Opportunity to work with a leading aerospace company.
- Chance to develop and implement new processes and procedures.
- Collaborative and dynamic work environment.
- Professional growth and development opportunities.
