Service Coordinator - Incident Management

Job Description
The role will be accountable for driving the Incident Management (IM) process for incidents from declaration to service availability. The individual is expected to drive technical and functional bridges for complex and highly visible technology and functional incidents with a goal of rapidly returning systems and functions to service availability. The role will be accountable to help improve overall performance around managing, tracking and reporting of major incidents to ensure they are properly categorized with respect to actual and potential impacts. Roles and Responsibilities

  • Monitor Major Incident (24x7)
  • Establish Major Incident Bridge conference call
  • Quickly determine appropriate support teams to engage to ensure proper resolution.
  • Effectively collaborate with support teams determine appropriate priority, impact and description of incident.
  • Drive Major Incident bridges and teams to rapid service availability
  • Deliver accurate, concise and timely communications to senior leadership and support teams
  • Delivery of Major Incident reporting


Required Technical and Professional Expertise

  • Strong written and verbal communication skills, including the ability to articulate complex technical issues in a language understood by different levels of business leadership, end users, and technical resources.
  • Ability to accurately capture details of the incident and provide timely reports.
  • Able to control bridges and coordinate activities to keep support teams on task
  • Customer service experience
  • Basic troubleshooting skills
  • Ability to multi-thread problem solving efforts across multiple teams to achieve timely incident resolution
  • Ability to analyse/trend tickets, provide insights and recommend improvements.
  • Provide Service Management Timely Reports


Preferred Tech and Prof Experience

  • Strong written and verbal communication skills, including the ability to articulate complex technical issues in a language understood by different levels of business leadership, end users, and technical resources.
  • Ability to accurately capture details of the incident and provide timely reports.
  • Able to control bridges and coordinate activities to keep support teams on task
  • Customer service experience
  • Basic troubleshooting skills
  • Ability to multi-thread problem solving efforts across multiple teams to achieve timely incident resolution
  • Ability to analyse/trend tickets, provide insights and recommend improvements.
  • Provide Service Management Timely Reports


EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


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