Major Incident Coordinator

This is a fully remote position, open to applicants in Alabama, +34 more states.

📋 Description

• Assist in coordinating major incident bridge calls and collaboration channels during your designated shift.

• Engage in the 24/7 on-call rotation as necessary.

• Create, update, and manage incident records, timelines, and activity logs.

• Monitor incident actions, escalations, and confirmations of service restorations.

• Distribute approved outage notifications and status updates utilizing standard templates.

• Adhere to communication standards and escalation protocols.

• Observe dashboards and system alerts across assigned platforms.

• Validate the accuracy of alerts, paging, and bridge workflows.

• Report any gaps or ongoing issues.

• Ensure that Root Cause Analysis documents are finalized for incidents you are assigned.

• Record findings within ServiceNow.

• Track corrective measures and confirm the resolution of known errors.

• Comply with high-priority incident response time service level agreements (SLAs).

• Support the collection of Key Performance Indicator (KPI) data, including Mean Time to Recovery (MTTR), incident counts, and communication timeliness.

• Keep playbooks, contact lists, and templates current.

• Notify senior coordinators or management of necessary updates.

• Stay informed about enterprise technology platforms, security policies, major incident processes, core stakeholders, and downtime procedures.

⛳️ Requirements

• An Associate’s degree or two years of relevant experience in IT operations, service desk, NOC, or incident management.

• Proficiency in IT service management principles and structured incident response.

• Familiarity with desktop and mobile devices, basic network connectivity, and enterprise IT environments.

• Working knowledge of Microsoft Office 365, including Outlook, Teams, Word, and Excel.

• Excellent written and verbal communication abilities.

• Capability to adhere to defined processes with keen attention to detail.

• Ability to manage various tasks simultaneously while ensuring accuracy and accountability.

• Willingness to work variable shifts and respond to critical alerts 24x7 via mobile devices or other connected platforms.

• Preferred: Bachelor’s degree in Information Systems, Computer Science, Healthcare Informatics, Healthcare Administration, Business Administration, or a related field.

• Preferred: Experience with an ITSM platform such as ServiceNow.

• Preferred: Exposure to incident documentation, timelines, or outage communications.

• Preferred: Understanding of ITIL concepts or completion of ITIL Foundation coursework.

• Preferred: Experience in a fast-paced, highly regulated, or enterprise-scale setting.

• Preferred: Additional relevant education and/or experience.

🏝️ Benefits

• A range of benefit plans designed to support employees and their families.

• Options for health and financial security.

• A comprehensive benefits package for eligible positions.

• A Total Rewards package.

• A drug-free workplace environment.