Incident Management & Hyper Care Specialist (Senior or Lead)

Boeing•Huntsville, AL

5d•$124,100 - $234,600•Onsite

About The Position

The Boeing Company is seeking an Incident Management & Hyper Care Specialist (Senior or Lead) to join the Program Support & Sustainment Delivery team within Boeing Defense, Space, and Security (BDS) Sapphire Service. This role is responsible for establishing and leading the post-go-live hyper care support model for the BDS Sapphire Digital Platform, which includes Enterprise Resource Planning (ERP), finance, supply chain, procurement, Manufacturing Operations Management (MOM), and Product Lifecycle Management (PLM) systems. The position ensures operational stability, rapid incident resolution, and effective coordination across business, technology, and operations teams for long-term sustainment. It 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 and will partner with delivery leaders, Integrated Product Teams (IPT), functional support teams, end users, and IT development teams.

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 using analytical, collaboration, communication and organizational skills
5+ years of experience collaborating with cross-functional teams and technical experts
5+ years of using industry best practices for reporting and analytic dashboards

Nice To Haves

10+ years of 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