Incident Management Specialist Experienced Senior or Lead

Company:

As an Incident Management Specialist Experienced Senior or Lead you will act as the main point of contact for all Priority 1 and Priority 2 incidents executing the process to restore normal service operation as quickly as necessary to minimize the impact to business operations ensuring the successful execution of the Incident management process including investigation and resolution of all production and customer impactful incidents managing incident workflow and all customer communication from incident escalation through resolution including postmortem review. This role can be located in Englewood CO Seattle WA or Tukwila WA.

You will also share responsibility as being a Change and Release Management Specialist able to manage track and approve ITS environment changes and software release to production system environments. It is important that you have experience in understanding and performing our Change Management policies and Release Management procedures. You have experience in being able to identify deficiencies in the system and process and have influence in fixing and analyzing. As a Change and Release Management Specialist you may need to create reports and metrics to ensure that approved changes and releases are completed within the system so that during audits all information is correct.

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
• Execute the change management process using ITIL best practices and industry standards for change
• Manage the daily Change Management and Release Management functions including maintaining and documenting change management procedures technical and business impact assessment
• Lead Change Review meetingswith local team members stakeholders and management
• 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.

BasicQualifications (Required Skills/Experience):

• 2 years experience with troubleshooting processes for software applications
• Ability to write technical documentation including root cause documents which summarize incidents and provide corrective actions necessary to ensure there is not recurrence
• 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
• Ability to work multiple shifts; cover on call scenarios including weekends and after hours

Preferred Qualifications (Desired Skills/Experience):

• 3 years experience with troubleshooting processes for software applications
• 5 years experience with troubleshooting processes for software applications
• Technical degree in a related field of study and typically 5 or more years related work experience or an equivalent combination of education and experience
• Familiar with ITIL Service Management best practices
• Working knowledge of monitoring platforms and applications

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana cocaine opioids amphetamines PCP and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing we strive to deliver a Total Rewards package that will attract engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs generally including health insurance flexible spending accounts health savings accounts retirement savings plans life and disability insurance programs and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location date of hire and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications as well as market and business considerations.

Summary Pay Range:

Level 3: $87550.00-$118450.00

Level 4: $108800.00-$147200.00

Level 5: $131750.00-$178250.00

Language Requirements:

Education:

Relocation:

Export Control Requirement:

Safety Sensitive:

Security Clearance:

Visa Sponsorship:

Contingent Upon Award Program

Shift:

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