Job Description

The Major Incident Coordinator is responsible for leading and driving major incidents towards mitigation and resolution with multiple counterparts, effectively coordinating production incidents resolution across multiple teams, providing excellent incident communications, and participating in Post Incident Review and Problem Management meetings with managers to review events and opportunities for ongoing improvement.

The Major Incident Coordinator acts as a single point of contact for parties involved in the incident, such as service owners, technical experts, vendors, customers, and senior management.

Responsibilities

Available to work M

F, from 23:00 PM

07:30 AM CT, Monday night through Saturday morning.

Manage end-to-end lifecycle of Care Delivery major incidents, including participation in Technical Command Center (TCC) War Rooms.

Ensure compliance with policies, processes, and procedures for all major incidents.

Compose and deliver IT, business, and executive summary communications within defined SLAs.

Lead and facilitate meetings tactical bridge calls supporting triage and restoration activities.

Coordinate with Tier II and Tier III IT Support Teams assembling necessary resources and defining remediation plans.

Accountable for driving the resolution of major incidents within SLAs.

Document major incidents thoroughly, maintaining timelines and post-incident reviews.

Foster process improvements and maintain tools for effective incident management.

Gather data on incident trends and provide major incident analytics.

Review processes and procedures periodically and create documentation.

Support on-call rotation and responsibilities in alignment with OLAs.

Document timelines and participate in post-incident reviews to support problem objectives and obtain root cause analysis.

Collaborate with Service Desk teams and major incident requestors to obtain scope of impact.

Provide guidance and support to Service Level Owners (SLOs) to ensure the effective management and continuous improvement of service delivery, aligning with organizational goals and customer expectations.

Skills

Must have

Self-Motivation

proactively seeks out new challenges and opportunities for growth.

Strong problem-solving skills for handling unexpected situations.

Demonstrate critical thinking capabilities through intellectual disciplined process of conceptualizing, applying, analyzing, and/or evaluating.

Excellent interpersonal skills to foster team and cross-functional collaboration.

Strong verbal and written communication skills for clear, audience-appropriate communications.

Ability to provide immediate support in a demanding role, maintaining calm and focus.

Detail-oriented, organized, and able to prioritize effectively in a fast-paced environment.

Demonstrates reliability, dedication, and a commitment to achieving high-quality results.

Consistently meets deadlines and takes initiative to go above and beyond in their role.

Efficiently manages time and resources to maximize output. Capable of prioritizing tasks effectively to ensure timely completion of projects and responsibilities.

Works well with others, contributing to a positive and productive team environment. Supports colleagues and shares knowledge to achieve common goals.

Nice to have

ITIL Certified (Foundations ITILv3, ITIL4, and/or Intermediate Service Operations).

Skilled experience with the ServiceNow platform.

3 years' experience coordinating and driving major incident restoration activities.

3 years' experience problem identification, root cause analysis, coordinating with IT teams, and implementing solutions to prevent future issues.

Ability to work rotating shifts and support on-call responsibilities for a healthcare organization.

Other

Languages

English: C1 Advanced

Seniority

Regular

Job Tags

Remote job, Immediate start, Shift work, Night shift, Rotating shift, Day shift, Saturday,

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