Incident Response Coordinator

Job Purpose
The Incident Response Coordinator coordinates incident activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments.
Responsibilities
Manages incidents across multiple data center environments to protect production and disaster recovery systems critical to business success.
Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.
Acts as a liaison between the business and technology teams for high severity incidents and escalates as appropriate.
Recommendations and documents departmental standards and procedures.
Consults with other teams on proper integration and correlation of the change, and incident management process and their respective areas.
Ensures effective and rapid response to major incidents.
Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
Performs other related duties as assigned.
Knowledge And Experience
A Bachelor’s Degree in Computer Science, Information Systems or other related discipline is preferred
2+ years of experience in Incident Management.
Considerable knowledge of Service Now change, incident and problem management principles, procedures and techniques
Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
Strong knowledge of issue resolution and escalation practices
Broad knowledge of IT infrastructure
Ability to apply analysis and creative thinking when solving problems and conflict
Ability to provide acute attention to detail
Ability to communicate effectively to all levels within the organization
Ability to manage multiple tasks simultaneously
Independent and collaborative decision-making ability within specified parameters
Skilled at identifying and implementing process improvements
Ability to effectively establish and maintain relationships across the organization
Excellent written and verbal communication skills
Ability to organize tasks and priorities effectively and under minimal supervision

Work arrangement
No