Incident Management Specialist

Incident Management Specialist

Bristol; Milton Keynes, UK

Competitive salary

The post will report through the Service Support Team lead to the Service Support Manager.

Responsibilities:

• The monitoring of incidents, ensuring that where possible SLAs are not breached.
• Assist the IM to ensure that the Incident Management (IM) Process is effective and efficient and complies with the ITIL V3 IM process and where appropriate Boeing Best Practice.
• Monitoring work to ensure that all areas of the Business are adhering to the IM process. Whilst specifically ensuring that:

All incidents are recorded correctly in BTO.

All incidents are fully investigated and that the Resolver Groups are providing full details of incident resolution in BTO.

All Major (MI) and High Business Profile HBP incidents are fully managed and communications are sent out in line with current processes.

All MI or HBPs are fully investigated and that where necessary a full Major Incident Report is produced.

All lessons Identified from each Major Incident Report are being recorded and a Corrective Action Plan (CAP) is raised and monitored through to conclusion for each lesson identified.

Meaningful IM data is produced and reviewed for trends, actions and opportunities.

• Assist in developing plans for supporting all new applications whlist ensuring that current processes will support the applications.

Competencies:

• Experience in the use of BTO (SM9)
• Knowledge and experience in the use of the ITIL V3 Incident Management, Problem Management and Service Request Processes.
• Ability to communicate with key stakeholders, 3rd party supplier and Internal Support Teams.
• Good interpersonal skills.
• Good communications (written & verbal).
• Good analytical skills.
• Ability to calm under pressure or through demanding challenges.
• Is able to work under general supervision, with no instructions needed for routine work. Receives general instructions for special assignments.

Qualifications and Experience:

• Knowledge of ITIL V3 Incident Management Processes.
• Knowledge of ITIL v3 best practice
• Knowledge and experience with BTO SM9.
• Knowledge of Service Desks
• Knowledge of HP Quality Center an advantage

Other Job Related Information:

Important information regarding this requisition: This is an X2 level posting. This requisition is for an international, locally hired position. CANDIDATES MUST HAVE CURRENT LEGAL AUTHORIZATION TO WORK IN THE UNITED KINGDOM. BOEING WILL NOT ATTEMPT TO OBTAIN IMMIGRATION AND LABOR SPONSORSHIP FOR ANY APPLICANTS. Make sure you list all of the Countries in which you are a citizen. If you have work authorization for a country that you are not a citizen of, please explain this on the top of your resume. Benefits and pay are determined at the local level and are not part of Boeing U.S.-based payroll.