ITIL/ITSM Coordinator

Key Responsibilities

• Triage incoming incidents and prioritize based on impact and urgency
• Take full ownership of incident lifecycle from detection to resolution
• Coordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.)
• Lead Major Incident bridges and stakeholder communications
• Ensure SLA adherence and minimize downtime
• Provide executive-ready status updates during critical incidents

Problem Management

• Identify recurring incidents and drive root cause analysis (RCA)
• Facilitate post-incident reviews
• Track corrective and preventive actions to closure
• Work with engineering teams to eliminate systemic issues

Change Management

• Cookordinate and review change requests
• Ensure proper risk assessment and backout planning
• Facilitate CAB meetings
• Monitor change execution and manage change-related incidents

Release Coordination

• Coordinate release schedules across multiple teams
• Validate deployment readiness
• Ensure proper communication before and after releases
• Monitor post-release stability

Required Skills & Experience

• 5+ years in IT Operations / Service Management roles
• Strong hands-on experience in: Incident Management, Problem Management, Change & Release coordination
• Deep understanding of ITIL framework (ITIL certification preferred)
• Experience working in enterprise environments with cross-functional teams
• Strong stakeholder communication skills (technical + business)
• Ability to manage high-severity (P1/P2) incidents under pressure
• Experience with ServiceNow or similar ITSM platforms
• Strong documentation and reporting skills

Preferred Qualifications

• Experience leading Major Incident bridges
• Experience working in regulated or high-availability environments
• Familiarity with DevOps / CI-CD release cycles
• Exposure to cloud environments (AWS, Azure, GCP)
• Experience driving SLA/SLO compliance