Incident Coordinator (Experienced, Senior or Lead)

Boeing•Seattle, WA

About The Position

Incident Coordinator (Experienced, Senior or Lead) Company: The Boeing Company Boeing Global Services is currently looking for an Incident Coordinator to join their team. This position will focus on supporting the Boeing Global Services (BGS) business organization located in Englewood, CO or Seattle, WA. As an Incident Manager, 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 position, once trained, will work a Friday through Monday shift providing hands on keyboard over the weekend coverage. This is subject to change to meet the needs of the business.

Requirements

3+ years’ experience troubleshooting processes for software applications
3+ years’ experience writing 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 cover on call shifts, including weekends and after hours

Nice To Haves

Senior Level: 5+ years’ related work experience
Lead Level: 10+ years’ related work experience
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

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
Facilitates the completion of the postmortem statement for all high severity, critically impactful incidents
Ability to foster internal relationships 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