Process Analyst – Operations Support

Boeing

Operations Analyst responsible for Incident Management processes at Boeing Defence United Kingdom Limited. Collaborating with stakeholders to resolve critical incidents and ensure adherence to Service Level Targets.

Posted 6/13/2026full-timeMilton Keynes • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Own and ensure management of the Incident 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 processes
End-to-end responsibility for the management, communication, escalation, investigation and resolution of Major incidents, ensuring business and customer updates are timely and of sufficient quality
All MI or HBPs are fully investigated and a full Major Incident Review and resultant report is agreed and produced according to agreed timescales.
Provide SQEP/SME support to the Incident team to ensure the accurate prioritizing of incidents according to their impact and urgency and influence on the business.
Ensuring that all incidents are recorded correctly in the IT Service Management Toolset and where process is not followed recovery/ improvement actions are instigated to drive lessons learned and prevent further reoccurrence.

Requirements

What you’ll need

Ability to gain SC clearance
Confidence and presence to chair meetings as required and manage difficult situations to a satisfactory conclusion as they arise.
Customer Focus: Develop and maintain strong relationships inside the organisation, 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 work
Ability to communicate and form working relationships with key stakeholders, 3rd party suppliers (where appropriate) and Support Teams
ITIL qualified, and able to demonstrate knowledge of ITIL Service Management practices

Benefits

Comp & perks

Competitive salary and annual incentive plans
Continuous learning - you’ll develop the mindset and skills to navigate whatever comes next
Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way
Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs
23 days plus UK public holidays and a Winter Break between Christmas and New Year
Pension Plan with up to 10% employer contribution
Company paid BUPA Medical Plan
Short Term Sickness: 100% pay for the first 26 weeks
Long Term Sickness: 66.67% of annual salary from 27th week
6x annual salary life insurance
Learning Together Programme to support your on-going personal and career development
Access to Boeing’s Well Being Programs, tool and incentives
6 weeks paternity leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident managementMajor Incident ReviewIT Service Management

Soft Skills

communicationstakeholder managementcustomer focusproblem-solvingmeeting facilitation

Certifications

ITIL