Incident Management & Hyper Care Lead
About The Position
The Boeing Company is currently seeking a Incident Management & Hyper Care Lead to join our team in in Rigley Park, PA; Berkeley, MO; Arlington, VA; El Segundo, CA; Houston, TX; Huntington Beach, CA; Huntsville, AL; Mesa, AZ; Oklahoma City, OK; San Antonio, TX; Plano, TX; Seal Beach, CA; or Seattle, WA. Boeing Defense, Space, and Security (BDS) Sapphire Service is looking for, Incident Management & Hyper Care Lead to join the Program Support & Sustainment Delivery team. The Sapphire Operations Support & Sustainment, Service, Incident Management & Hyper Care Lead is responsible for establishing and leading the post-go-live hyper care support model for BDS Sapphire Digital Platform: A set of integrated enterprise services supporting program operations across BDS comprising of Enterprise Resource Planning (ERP), finance, supply chain and procurement), Manufacturing Operations Management (MOM) and Product Lifecycle Management (PLM) systems. This role ensures operational stability, rapid incident resolution, and effective coordination across business, technology, and operations teams for long-term sustainment activities for the Sapphire enterprise system implementations. This role supports the transition from deployment to steady-state operations by driving issue resolution, monitoring performance, facilitating stakeholder communication, and maintaining visibility into risks, actions, and outcomes. The candidate will report to the Sr Manager of Operations Support and Sustainment for the Sapphire Delivery Team. You will partner day-to-day with delivery leaders, Integrated Product Teams (IPT), functional support teams, end users, and IT development teams to ensure effective post deployment execution and long-term sustainment of deployed capabilities.
Requirements
- Bachelors Degree or higher
- 5 + years of experience in post-implementation support, help desk & hyper-care operations, system sustainment, and upgrade management
- 5+ years of experience deploying complex IT or software systems such as Enterprise Resources Planning (ERP), Manufacturing Operations Management (MOM), or Product Lifecycle Management (PLM)
- 5+ years of experience with managing a project or process improvement effort
- 5+ years of experience to you have using analytical, collaboration, communication and organizational skills
- 5+ years of experience do you have collaborating with cross-functional teams and technical experts
- 5+ years of using industry best practices for reporting and analytic dashboards
Nice To Haves
- Experience in aerospace, manufacturing, defense, or other highly regulated industries
- Experience and knowledge of incident management, problem management, change control, and root cause analysis
- Experience in application operational readiness, transition-to-support planning, and sustainment models
- Experience with Service Management tools such as Jira, ADO, ServiceNow (Global Services Engagement Platform)
- Professional certification in PMP, Agile, Lean, Six Sigma, or related discipline
Responsibilities
- Lead hyper care and post deployment delivery strategy for Sapphire Operations Support & Sustainment
- Lead the design and development of a centralized Sapphire Support Center for ERP, PDM, and MOM bedrock deployments
- Lead post-go-live issue intake, triage, prioritization, escalation, and resolution tracking
- Lead and coordinate sustainment activities for ERP, MOM, and PDM deployments, including application support and services, troubleshooting, application configuration, system access, Active Directory and/or security
- Facilitate cross-functional communication between business, technical, operational, and support stakeholders
- Monitor stabilization metrics, recurring issue trends, service performance, and support readiness
- Coordinate root cause analysis and corrective action follow-up for recurring or high-impact issues
- Support transition planning from hyper care to steady-state sustainment
- Identify and escalate risks, blockers, and unresolved dependencies in a timely manner to Senior Leadership
- Support continuous improvement initiatives to strengthen post-deployment support processes
- Lead daily and weekly stabilization reviews, issue management forums, and readiness checkpoints
- Capture lessons learned and improvement opportunities to enhance future deployment outcomes
Benefits
- health insurance
- flexible spending accounts
- health savings accounts
- retirement savings plans
- life and disability insurance programs
- paid time away from work
- unpaid time away from work
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What This Job Offers
Job Type
Full-time
Career Level
Senior
