Incident Coordinator

Key Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of critical business services.
• Lead and facilitate Major Incident Management (MIM) bridge calls involving multiple support teams.
• Act as the central point of coordination and communication during major incidents.
• Ensure appropriate escalation and engagement of technical teams and stakeholders.
• Track incident progress, action items, and recovery activities until resolution.
• Manage cross-tower incidents and coordinate efforts across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and contribute to continuous improvement initiatives.
• Maintain incident documentation, reporting, and process compliance.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams as required.

Key Requirements

• 3-8 years of experience in Incident Management or Major Incident Management.
• Strong knowledge of ITIL Incident Management and Major Incident Management processes.
• Proven experience as a Major Incident Coordinator with hands-on experience chairing MIM calls.
• Experience managing complex cross-functional and cross-tower incidents.
• Good understanding of Service Desk operations and escalation management.
• Strong stakeholder management and communication skills.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Strong organisational, coordination, and problem-solving skills.
• Knowledge of Problem Management, Change Management, or Release Management is an advantage.
• ITIL Foundation certification is preferred.