Manage critical IT incidents from escalation through restoration by facilitating crisis bridges, coordinating technical resources, tracking incident records, and communicating with stakeholders. Manage associated problem tickets, support root-cause and mitigation analysis, document post-incident details, maintain metrics, and assist with after-action reporting. The role requires strong organization, prioritization, communication, analytical ability, and understanding of technical software and hardware issues.
Job Summary
The Incident and Problem Coordinator provides role clarity, communication, and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). The overall goal of the Incident/Problem Coordinator is to effectively manage the lifecycle of major incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place. They will then effectively manage the lifecycle of the problem ticket associated to that incident and assist with gathering root cause analysis and determining prevention and mitigation steps.
Essential Functions
- Major Incident Management & Communication
- Bridge Facilitation: Respond promptly to Service Desk escalations, establish and facilitate Crisis Bridge lines, and engaging technical resources during major incidents.
- Incident Lifecycle & Status Tracking: Update ticket statuses, manage Major Incident records, creating outage records, document accurate troubleshooting timelines, and filter distractions to keep technical teams focused.
- Stakeholder Communications: Collaborate with Application/Service Owners or Crisis Coordinators to craft and distribute timely and affected communities throughout the incident lifecycle.
- Problem Management & Continuous Improvement
- Post-Incident Resolution & Problem Lifecycle: Formally resolve Major Incident records, open associated problem tickets, and drive problem ticket resolution to prevent recurring issues.
- Root Cause & Mitigation Analysis: Assist teams in identifying root causes, gathering prevention/mitigation steps, and documenting post-restoration details.
- Reporting & Metrics: Maintain accurate metric data and assist in developing After-Action Report (AAR) presentations
Qualifications
- Minimum two years working in an Incident/Problem management role/environment
- Ability to triage and understand highly technical software and hardware problems
- Very well organized and ability to prioritize and coordinate multiple issues concurrently
- Excellent ability to communicate (verbally and written) as this position will communicate directly with end users
- Strong Analytical and Reporting Skills
Knowledge, Skills and Abilities
- Preferred Certification: ITIL
- Incident Management
- Problem Management
Similar Jobs
.png)
Food • Software
Sell ChowNow’s restaurant technology to independent restaurants through in-person territory prospecting, lead qualification, relationship development, product demonstrations, pipeline management, and full-cycle closing. Build a referral network, conduct at least 45 restaurant drop-ins weekly, manage Salesforce dashboards and KPIs, meet sales quotas, and travel approximately 60% throughout the assigned territory.
Top Skills:
Salesforce (Sfdc)
Artificial Intelligence • Cloud • Information Technology • Consulting
Provides onsite operational and engineering support for large-scale Juniper enterprise and data center networks. Responsibilities include network design, deployment, validation, troubleshooting, wireless optimization, RF analysis, incident response, automation, lifecycle management, documentation, and customer training. The engineer supports Juniper Mist, Marvis AI, QFX and EX platforms, routing protocols, EVPN/VXLAN environments, upgrades, migrations, and JTAC case resolution while maintaining customer satisfaction and network performance.
Top Skills:
802.1XAirmagnetAnsibleAPIsBgpEkahauEvpnEz-LagFirewallsJuniper ExJuniper Marvis AiJuniper MistJuniper Mist Wireless AssuranceJuniper PyezJuniper QfxJunos CliNacOspfPythonRadiusVlanVxlanWiresharkYaml
Artificial Intelligence • Cloud • Payments • Software • Business Intelligence • Generative AI • Automation
Hunt new logos by prospecting, cold calling, building an independent pipeline, and selling SaaS and cloud solutions to independent insurance agencies. Partner with solution consultants to develop business plans, conduct consultative sales, close new business, follow up on leads, attend industry events, and cultivate post-sale referrals. The role requires remote work within the assigned territory and travel up to 50%.
Top Skills:
Artificial IntelligenceCloud SoftwareCRMSaaSSalesforce
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
