Incident Coordinator



  • Knowledge of current ITIL framework practices preferred with an expectation of ITIL v3 2011 certification within the first year of employment
  • Ability to work in a team environment and communicate effectively with your peer group and other business partners
  • Understanding and prior experience preferred with ticketing solutions systems such as ConnectWise, ServiceNow, Remedy

Role Expectations

  • Monitor Tickets for SLAs and escalate if in risk of breaching the SLA
  • Evaluate and classify incidents for priority, risk and scope. Assign to the appropriate resource team / member
  • Communicate incident / require status' accurately, timely and professionally.
  • Facilitate the Incident Management escalation process by engaging the necessary business departments needed for successful timely incident resolution.
  • Post Incident reporting to internal partners and external clients through comprehensive RCA
  • Coordinate scheduled maintenance windows with both internal partners and external clients
  • Review and confirm post maintenance windows, checklists and tasks that have been successfully completed
  • Ensure that any required documentation, processes, or procedures are updated in line with departmental policy
  • Perform audits of incidents to ensure compliance with departmental policy
  • Create and/ or facilitate creation of knowledge base articles which online operational tasks in an effort to streamline support
  • Create and/ or facilitate creation of knowledge base articles, which outline operational tasks to streamline support
  • Develop, document and deploy best in class incident management processes and procedures
  • Reduces time to resolve all types of incidents
  • Empower first level support to resolve issues on first call basis