Major Incident Management Coordinator / IT service management

Role Overview

The Major Incident Management Coordinator is responsible for overseeing and facilitating operational activities during critical incidents.

This role ensures timely communication, effective coordination, and structured resolution tracking to minimize business impact and support audit readiness.

Key Responsibilities

• Bridge call facilitation Lead and manage incident bridge calls to ensure effective collaboration among stakeholders.
• Stakeholder notifications Provide timely and accurate updates to relevant stakeholders during incidents.
• Service restoration tracking Monitor progress toward service restoration and escalate delays as needed.
• Incident timeline updates Maintain accurate records of incident timelines for transparency and audit purposes.
• Action item tracking Document, assign, and follow up on action items to ensure accountability.
• PIR scheduling Coordinate Post-Incident Review (PIR) sessions to capture lessons learned and drive process improvements.

Qualifications

• Strong communication and facilitation skills.
• Experience in incident management or IT service management.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with ITIL practices is preferred.