Incident Management Analyst

Job DescriptionAt Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.The Incident Analyst will be primarily responsible for the day to day execution of the Incident Management process.  Working with key internal and external stakeholders they will ensure that all incidents are managed and resolved to meet stringent Service Level Targets and Key Performance Indicators and that activities are executed by a diverse range of suppliers and colleagues to ensure adherence.  The position can be located in either Milton Keynes or Bristol. The geographical separation of our team will include travel between the two locations, to attend meetings with program teams and other members of the Service Management department. The Incident Analyst will be expected to ensure that process is followed regardless of the priority of the incident being managed and will play an active part in the Major incident management process alongside the Service Operations and Incident and Problem team Leads, provide SME experience to further improve our established incident management processes and implement those changes required through continuous improvement.   The role will also provide cover for the problem management process during periods of absence or heavy workload. The Incident Analyst will actively participate in a 0700 to 1900 hours rota so that Service Operations Incident Management is available throughout business hours, additional there will be a need to be available for out of hours support for Critical and Major Incidents.Responsibilities:Managing the lifecycle and full resolution of all Critical, Major (MI) and High Business Profile (HBP) incidents and ensuring communications are sent out in line with current processesAll MI or HBPs are fully investigated and a full Major Incident Report is producedPrioritizing incidents according to their urgency and influence on the businessEnsuring that incidents are recorded correctly in the IT Service Management Toolset and the Incident management process is initiatedThe monitoring of incidents and engaging with stakeholders to ensure that KPIs/SLAs do not breachEnsuring that all incidents are fully investigated and that the Resolver Groups are providing full details of incident resolution in IT Service Management ToolsetProduce daily, weekly reports and handovers in support of Incident Management activitiesHost and represent at relevant meetings, including presenting at the Service Operations Daily Update, in support of Incident Management activitiesRepresent Incident Management in forums such as; customer Service Reviews and queue reviewsInteraction with all ITIL processes to ensure end to end Service OperationsPeriodic review of process documentationExpected to input to the Continual Improvement of processes, ITSM toolset development, and strategyThe successful candidate will be expected to support Problem Management as directed. This will include:Ensuring that all Problems are correctly recorded and managed in the Service Management ToolsetEnsuring all Problem Records has an agreed "Work Around" and has been distributed and communicated to all stakeholdersRaising and managing Problem Resolution Plans, ensuring that all Service Level Agreements are met.Raising and managing Known ErrorsLiaising with Resolver Groups and suppliers in order to assist in the resolution of ProblemsAnalysing MI data to identify trends, actions and opportunities.Required Experience or the ability to demonstrate:Confidence and presence to chair technical bridge calls and manage the investigation with Incident Support TeamsExperience with Microsoft Office, including Word, Visio and ExcelCustomer Focus: Develop and maintain strong relationships inside the organization, actively seeking information to understand the Business goals and be contractually aware of the statement of requirements. Experience and understanding of stakeholder structure and the variation in each Service in relation to current programmes of workAbility to communicate and form working relationships with key stakeholders at an enhanced level, 3rd party suppliers and Support TeamsWork with and support other key ITIL process owners and support teams delivering an integrated serviceGood communications (written & verbal). Using the most appropriate method to communicate information after analysing needs, listening effectively, demonstrating understanding and clarifying meaningsAbility to remain calm under pressure or through demanding challengesGood analytical skills. An understanding of priorities and situations by collecting and analysing information, summarising findings to manage development progress in a positive and collaborative mannerIs able to make use of and applies job practices, techniques, standards, principles, theories, and conceptsIs able to provide solutions to a variety of technical problems of moderate scope and complexityIs able to work under general supervision, with no instructions needed for routine workReceives general instructions for special assignments. Work is reviewed for sound technical judgment and overall adequacyContributes to the completion of specific project milestonesInteracts with internal personnel & external customers on routine mattersITIL qualified, and able to demonstrate knowledge of ITIL Service Management practicesAll information provided will be checked and may be verified.Please apply asap for this role as recruitment may commence before the end date.Important information regarding this requisition: This requisition is for a locally hired position in the UK. CANDIDATES MUST HAVE CURRENT LEGAL AUTHORIZATION TO WORK IMMEDIATELY IN THE UNITED KINGDOM. BOEING WILL NOT ATTEMPT TO OBTAIN IMMIGRATION AND LABOR SPONSORSHIP FOR ANY APPLICANTS. Benefits and pay are determined at the local level and are not part of Boeing U.S. based payroll.PLEASE NOTE: The successful candidate will be expected to undergo a SECURITY CHECK/CLEARANCEEqual Opportunity Employer:Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

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Job Overview

ID:

624301

Date Posted:

Posted 2 weeks ago

Expiration Date:

14/07/2022

Location:

Higham Ferrers

Salary:

Competitive

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