Incident Coordinator

 As an SMO Incident Coordinator, you are part of a dynamic team that is the first line of defense in ensuring incidents, monitoring events, and service requests are quickly identified, logged, communicated, and resolved through known procedures or swift escalation. You will work closely with second-tier support teams and IT functions such as infrastructure, networks, enterprise applications, and software development.

While Major Incidents are managed by the Service Delivery Manager, you act as the critical communications hub and support structure during significant technology events. You coordinate initial responses, facilitate support swarming, and ensure all stakeholders are kept informed of progress and business impacts via modern ChatOps and ITSM platforms.

• Provide comprehensive incident management and initial troubleshooting for the efficient resolution of incidents and requests.

• Act as the primary communications hub during events, utilizing ChatOps (e.g., Slack/Teams) to engage key stakeholders in the earliest stages of an incident.

• Handle incoming automated alerts and user reports: acknowledge, interpret, prioritize, document, investigate, resolve (or escalate), and notify.

• Support blameless Post-Incident Reviews (PIR) and assist in Root Cause Analysis.

• Ensure lower-priority incidents are actively monitored and followed through to completion to prevent SLA breaches.

• Provide excellent customer service, problem-solving, and technical reasoning skills, applying individual judgment to ensure satisfaction.

• Identify potential systems problems and coordinate "swarming" with internal or external Tier-2/3 teams for resolution.

• Maintain transparent communication with stakeholders to establish appropriate expectations and response times.

• Support the Service Delivery Manager during Major Incidents by maintaining communication logs and executing established protocols without deviating from process.

• Stay aligned with the corporate I.T. change calendar to identify potential incident triggers.

• Degree or technical certificate with two or more years of IT support or incident management experience.

• Excellent communication skills in English (verbal and written).

• Knowledge of major software applications, cloud platforms, hardware, and networking concepts.

• Strong problem-solving aptitude: ability to quickly analyze issues, determine possible causes, and identify appropriate solutions or escalation paths.

• Ability to empathize with customer concerns while remaining committed to quality results.

• Autonomous, detail-oriented, highly organized, and adaptable to rapid technological changes.

• Ability to work on a rotational shift basis, including weekends and outside typical business hours.

• Ability to multi-task and stay focused in a high-stress, fast-paced environment.

• Knowledge of workflow automation tools (e.g., n8n) or scripting languages (e.g., Python) to improve incident response efficiency.

• Experience with AIOps, modern monitoring systems, and enterprise ITSM ticketing tools.

• Experience supporting remotely located end users and understanding the business impact of technology.

• ITIL® 4/5 certifications.