Incident & Problem Management Coordinator - REMOTE

Location: Onshore, nearshore, or offshore with EST working hours. Experience: 5‑8 years. Role type: Operational coordination and technical incident management.

Role Overview

We are looking for an Incident & Problem Management Coordinator who can lead production incident bridge calls, coordinate technical triage, maintain runbooks, communicate effectively with senior leadership, and drive issues through root-cause analysis and permanent resolution.

Mandatory Skills

• Strong experience in major incident management and problem management.
• Proven ability to lead technical bridge calls during critical production incidents.
• Excellent written and verbal executive-communication skills.
• Experience creating triage runbooks, incident reports, RCA documents and problem records.
• Understanding of infrastructure, networks, applications, integrations, databases and data pipelines.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management or equivalent.
• Hands-on understanding of observability, dashboards, logging, monitoring and alerting.
• Ability to remain calm, structured and decisive during high-severity incidents.
• Willingness to work in the EST time zone and support critical incidents when required.

Preferred Skills

• ITIL certification or strong working knowledge of ITIL practices.
• Experience with ServiceNow Incident, Major Incident and Problem Management.
• Experience with Splunk, Datadog, Dynatrace, Grafana, New Relic or similar platforms.
• Familiarity with MuleSoft, CRM, Snowflake, ETL and file-transfer environments.
• Experience presenting incident status and RCA findings to senior executives.

Key Responsibilities

• Lead major-incident bridge calls and establish clear ownership, priorities and next actions.
• Coordinate application, data, infrastructure, network, cloud, security and vendor teams during incidents.
• Assess and document business impact, affected services, customer impact, severity and restoration priorities.
• Provide accurate and timely incident communications to senior leaders and business stakeholders.
• Maintain incident timelines, decisions, actions, owners and resolution status.
• Create, maintain and execute triage runbooks for recurring and high-risk incidents.
• Track incidents from detection through containment, service restoration and formal closure.
• Coordinate root-cause analysis and prepare clear RCA reports covering cause, impact, resolution and preventive actions.
• Own and maintain the problem log, including recurring incidents, known errors, workarounds, action owners and due dates.
• Drive corrective and preventive actions to completion and escalate overdue items.
• Review monitoring and alerting coverage and identify gaps in incident detection.
• Define dashboards, alert-routing procedures, escalation matrices and operational health reports.
• Conduct post-incident reviews and identify opportunities for automation and operational improvement.
• Report incident trends, recurring problems, SLA performance and operational risks to leadership.