Incident Coordinator

Quick Facts

• Role: Incident Coordinator

• Positions: 6

• Work model: Hybrid/office-based; preference for 5 days per week onsite, open to 2–3 days onsite

Description

We are looking for Incident Coordinators to join an IT operations environment and coordinate the resolution of major and high-priority incidents affecting critical business services. You will act as the central point of coordination during incidents, bringing together technical teams, managing communication and driving recovery through to resolution.

Responsibilities

• Coordinate and manage Major Incidents through to service restoration

• Lead and facilitate Major Incident Management (MIM) bridge calls

• Coordinate multiple technical teams and service towers during critical incidents

• Act as the central communication point for stakeholders and leadership

• Manage escalations and ensure the correct teams are engaged

• Track actions, progress and recovery activities through to resolution

• Provide regular and accurate incident updates

• Facilitate post-incident reviews and support root cause analysis

• Work closely with Service Desk, Problem, Change and Release Management teams

• Maintain accurate incident records, documentation and reporting

• Identify recurring issues and contribute to service improvement

Requirements

• 2–4 years of experience in Incident Management or Major Incident Management

• Practical knowledge of ITIL Incident Management and Major Incident Management

• Hands-on experience acting as a Major Incident Coordinator

• Experience leading or facilitating MIM bridge calls

• Experience coordinating complex incidents across multiple technical teams

• Good understanding of Service Desk operations and escalation processes

• Strong stakeholder communication and coordination skills

• Excellent verbal and written communication

• Strong problem-solving and decision-making abilities

• Ability to work effectively in a high-pressure, time-critical environment

Benefits

• Hybrid/office-based working model (preference for 5 days onsite; open to 2–3 days onsite)