
Critical Incident Coordinator
2 weeks ago
We are seeking an experienced and skilled Crisis Resolution Specialist to oversee the management of critical incidents, minimizing business impact and ensuring timely resolution.
The ideal candidate will lead incident bridges, drive resolution efforts across technical teams, and provide clear communication to stakeholders throughout the lifecycle of the incident.
Key Responsibilities:
- Incident Management:
- Initiate, lead, and manage incident bridges for major and critical incidents.
- Ensure all relevant stakeholders and technical teams are engaged promptly.
- Maintain control and structure during bridge calls to drive resolution.
- Incident Coordination:
- Coordinate with application, infrastructure, and support teams to identify root cause and drive timely resolution.
- Monitor incident progress and ensure escalation procedures are followed.
- Ensure all incidents are correctly categorized, prioritized, and documented.
- Stakeholder Communication:
- Own end-to-end communications during incidents — including initial alerts, regular updates, and post-resolution summaries.
- Tailor communication based on the audience (technical vs. business).
- Serve as the primary point of contact during major incident escalations.
- Post-Incident Review:
- Conduct and document post-incident reviews, involving technical teams for root cause analysis and preventive actions.
- Track and follow up on action items from incident reviews.
- Process Improvement:
- Contribute to the continuous improvement of the incident management process.
- Ensure adherence to ITIL standards and organizational SLAs.
- Maintain incident documentation and metrics to identify trends and opportunities for automation or training.
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