Description We are seeking a Technical Incident Manager to join our team. You will be responsible for performing CAS (Commercial Aviation Services) Infrastructure Operations Incident Management activities with a specific focus on the CIE (Customer Integrated Environment), a segregated, highly available, infrastructure specifically supporting business critical CAS applications. This level 3 position is located in either North Charleston, SC or Bellevue, WA. Shift Details This position may occasionally require the support of a non-standard shift including after-hours, weekends, and holidays. Must be able to cover remainder of shifted days through on-call coverage that demands ready access to connected PC to assist other primary shift Incident Managers. Primary Responsibilities (to include the following): Delivers 7x24x365 availability as seen by the end users for all CIE infrastructure and functions including: data, applications, access, dedicated and shared servers and storage, and internal and external networks per the CIE CAS business requirements Correlates, assesses, and acts upon all automated and customer generated alerts or notifications as appropriate for the CIE within the target SLA times (2 minute response, 5 minute communication, 15 minute restore) 7x24x365 utilizing both direct and on-call support Coordinates and leads cross-functional teams to restore end-to-end computing services for unplanned outages across a multi-disciplined system-of-systems Initiates startup\/shutdown procedures and authorizes mitigation to restore service to any CIE system, service, or component Recommends and implements emergency changes necessary to restore any CIE services or components Initiates engagement of CAS, Enterprise, and contracted SME resources to support service restoration Prepares executive level incident notifications and after-incident reviews to internal Boeing employees, external partners and customers (as needed), management, and leadership teams with precision and timeliness Conducts root-cause analysis actions for all incidents affecting the CIE and recommends\/implements closed loop corrective actions to secure and strengthen the environment Participates in efforts to determine CIE readiness for application on-boarding. Assists in release planning for software and hardware implementations\/upgrades per documented requirements Supports Incident Management for other customer facing applications. Additional Details Requires demonstrated ability to work effectively among a community of diverse individuals and teams including customers, peers, stakeholders, application development managers and business partners to meet the above objectives. The position will utilize and require expertise with Incident and Problem Management, as well as require a candidate to be an effective Change Agent on behalf of the CIE infrastructure and hosted applications. A successful candidate has an in-depth knowledge of IT products and services coupled with a demonstrated record of excellent customer service and interpersonal skills. Mature leadership skills and experience are essential to this role. Must be able to understand complex architectural and networking concepts and quickly learn and apply tools and processes for performance monitoring and measurement to ensure Business Continuity. Must demonstrate strong problem resolution and process management skills, as well as have prior experience with complex systems or programs within Boeing. Additionally, knowledge of business-to-business Internet concepts and principles, network routing and transport practices, application life cycle management, advanced desktop application experience required. Must have the ability to work on-site and\/or virtually in a high-stress environment utilizing standard IT tools effectively (Blackberry, Laptop, MS Office Apps, etc.). Boeing is the world's largest aerospace company and leading manufacturer of commercial airplanes and defense, space and security systems. We are engineers and technicians. Skilled scientists and thinkers. Bold innovators and dreamers. Join us, and you can build something better for yourself, for our customers and for the world. Qualifications Typical Education \/ Experience Technical bachelor's degree and typically 5 or more years' related work experience or a Master's degree with typically 3 or more years' or a PhD degree or an equivalent combination of education and experience. A technical degree is defined as any four year degree, or greater, in a mathematic, scientific or information technology field of study. Basic Qualifications (Required) 3 years of incident management experience Experience managing and maintaining infrastructure and applications in a highly available, customer facing environment This position must meet Export Control compliance requirements, therefore a \u201cUS Person\u201d as defined by 22 C.F.R. \u00a7 120.15 is required. \u201cUS Person\u201d includes US Citizen, lawful permanent resident, refugee, or asylee. \u00a0 Preferred Qualifications Experience working with airline customers Experience with\u00a0My Boeing Fleet and MyMRJFleet
Website : http://www.boeing.com/
Boeing is the world's leading aerospace company and the largest manufacturer of commercial jetliners and military aircraft combined. Additionally, Boeing designs and manufactures rotorcraft, electronic and defense systems, missiles, satellites, launch vehicles and advanced information and communication systems. As a major service provider to NASA, Boeing is the prime contractor for the International Space Station. The company also provides numerous military and commercial airline support services. Boeing provides products and support services to customers in 150 countries and is one of the largest U.S. exporters in terms of sales.