Manage critical IT incidents from escalation through restoration by facilitating crisis bridges, coordinating technical resources, tracking incident records, and communicating with stakeholders. Manage associated problem tickets, support root-cause and mitigation analysis, document post-incident details, maintain metrics, and assist with after-action reporting. The role requires strong organization, prioritization, communication, analytical ability, and understanding of technical software and hardware issues.
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 & Communication
- Bridge 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 Improvement
- Post-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 problems
- Very well organized and ability to prioritize and coordinate multiple issues concurrently
- Excellent ability to communicate (verbally and written) as this position will communicate directly with end users
- Strong Analytical and Reporting Skills
Knowledge, Skills and Abilities
- Preferred Certification: ITIL
- Incident Management
- Problem Management
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