Incident Management & Hyper Care Lead

Company:

The Boeing Company

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.

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

Basic Qualifications

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

Preferred Qualifications

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

Conflict of Interest:

Successful candidates for this job must satisfy the Company’s Conflict of Interest (COI) assessment process.

Drug Free Workplace:

Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

Pay & Benefits:

At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.

The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Pay is based upon candidate experience and qualifications, as well as market and business considerations.

Summary pay range: $124,100 -$193,200

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Export Control Requirement:

This position must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.

Safety Sensitive:

This is not a Safety Sensitive Position.

Security Clearance:

This position does not require a Security Clearance.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift:

Shift 1 (United States of America)

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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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