Incident/Problem Coordinator

Job Summary The Incident and Problem Coordinator provides role clarity, communication, and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). The overall goal of the Incident/Problem Coordinator is to effectively manage the lifecycle of major incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place. They will then effectively manage the lifecycle of the problem ticket associated to that incident and assist with gathering root cause analysis and determining prevention and mitigation steps. Essential Functions Major Incident Management & CommunicationBridge Facilitation: Respond promptly to Service Desk escalations, establish and facilitate Crisis Bridge lines, and engaging technical resources during major incidents.Incident Lifecycle & Status Tracking: Update ticket statuses, manage Major Incident records, creating outage records, document accurate troubleshooting timelines, and filter distractions to keep technical teams focused.Stakeholder Communications: Collaborate with Application/Service Owners or Crisis Coordinators to craft and distribute timely and affected communities throughout the incident lifecycle.Problem Management & Continuous ImprovementPost-Incident Resolution & Problem Lifecycle: Formally resolve Major Incident records, open associated problem tickets, and drive problem ticket resolution to prevent recurring issues.Root Cause & Mitigation Analysis: Assist teams in identifying root causes, gathering prevention/mitigation steps, and documenting post-restoration details.Reporting & Metrics: Maintain accurate metric data and assist in developing After-Action Report (AAR) presentations Qualifications Minimum two years working in an Incident/Problem management role/environment Ability to triage and understand highly technical software and hardware problemsVery well organized and ability to prioritize and coordinate multiple issues concurrentlyExcellent ability to communicate (verbally and written) as this position will communicate directly with end usersStrong Analytical and Reporting Skills Knowledge, Skills And Abilities Preferred Certification: ITILIncident ManagementProblem Management