Incident Coordinator Job Description
Incident coordinator
provides support and assistance to staff with using basic computer applications that may include teaching as it relates to EMR, and other information technology applications.
Incident Coordinator Duties & Responsibilities
To write an effective incident coordinator job description, begin by listing detailed duties, responsibilities and expectations. We have included incident coordinator job description templates that you can modify and use.
Sample responsibilities for this position include:
Global communication of Priority 1 and 2 Incidents across infrastructure and applications
Manages service restoration for major incidents affecting the production infrastructure environment
Assist testers and developers with test environment problem resolution
Perform Test Environment triage for all incidents and review error logs
Enforce change management to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes
Communicate impact of changes of all test environments to testers, developers and project managers
Maintain test environment schedule and configuration repository
Participate in Change Management- anticipate changes and communicate them
Priority assessment and validation
Identification and engagement of appropriate support teams for investigation, diagnosis and resolution of the incident
Incident Coordinator Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Incident Coordinator
List any licenses or certifications required by the position: ITIL, CEH, GIAC, CISSP, GCIH, ID, LDAP, EC, ECIH, GCIA
Education for Incident Coordinator
Typically a job would require a certain level of education.
Employers hiring for the incident coordinator job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Engineering, Information Technology, Management, Education, Technical, Business, Information Systems, Criminal Justice, Science
Skills for Incident Coordinator
Desired skills for incident coordinator include:
Microsoft application software
Applications
Basic computer hardware and end-user desktop environments
IT Standards and Methodologies
Infrastructure
Service Now
Wholesale businesses and IT applications
Cloud Computing
Enterprise Storage
HP Non Stop
Desired experience for incident coordinator includes:
Identification and engagement of impacted user(s) or sources of business impact
Liaise with support teams and business partners to gather accurate impact, incident resolution status and recovery actions taken for communications
Execute on communication processes as per documented standards and templates meeting or exceeding service level delivery agreements
Escalate to management as per defined standards
Execute supporting tasks to ensure data is archived for metrics purposes
Ensures KPI’s are well defined and accurately track and recorded
Incident Coordinator Examples
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Incident Coordinator Job Description
Job Description Example
Our innovative and growing company is hiring for an incident coordinator. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for incident coordinator
- Execution of all operational procedures and Work Responsibility Matrix tasks (standard operational daily and weekly tasks)
- Provides 7/24 on-call support for T&O Incident Management Communications (Rotational Basis)
- Execute on and evolve Technology and Operations {T&O} Incident Management Communications processes and framework ensuring proper and timely communications and escalations for high priority incidents across the organization
- Support the Global Incident Managers executing on Framework and Processes ensuring proper and timely communications, escalations, investigation, diagnosis, resolution, recovery and transition to Problem Management for high priority incidents across the organization
- Global scope and consistent Incident Management Communications, processes, metrics and data logging across technology organizations and geographic locations
- Conducts Daily Incident SLA Health Check to ensure SLA adherence
- Or Technical Team Manager’s request
- Schedules Problem review meetings at Service Delivery Manager’s or Technical Team Manager’s request
- Sends required Executive Alerts (EA) and SMS for all major incidents in accordance with the process
- Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation)
Qualifications for incident coordinator
- Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule
- Assisting in reassignment of misdirected incidents
- Ensuring the quality of the incident information, as requested
- Identifying areas for improvement using key measurements
- Serve as a liaison to different businesses and interface with fellow team members and colleagues on other security teams
- Be a champion for process
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Incident Coordinator Job Description
Job Description Example
Our growing company is looking for an incident coordinator. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for incident coordinator
- Contribute to our overall Customer Support team's responsibilities, including assisting with non-escalations as time permits, authoring and editing content for our knowledge base
- Critical Incident handling
- Providing 2nd line support to key users according to SLA
- Securing service readiness, root cause analysis, diagnosis and troubleshooting
- Keep up to date documentation
- Secure the customer and/or end user’s business objectives
- Coordinate execution of the Incident Management process
- Act as point of escalation for incidents not resolved on first contact by Integrated Operations Center (IOC) Technicians, the IT Service Desk, or other workgroups providing support for information technology based services
- Utilize technical and troubleshooting skills to work directly with cross-organizational teams and external resources to provide timely resolution to incidents within Service Level Agreements (SLAs)
- Initiate other processes, as needed, such as Change Management and Problem Management
Qualifications for incident coordinator
- ITIL certified and possesses sound knowledge of problem and incident management
- Ability to work independently part of a team on multiple overlapping issues
- Technical Operations Analyst - Change Management Technical Operations Analyst - Problem Management Incident Problem & Change Coordinator
- Change Management Incident, Problem and Change Coordinator to assure account complies with SARM policy for all ISM ticketing
- Knowledgeable/experienced in incident response procedures and dispatch services
- Knowledge/experience of national command system organization and goals
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Incident Coordinator Job Description
Job Description Example
Our company is searching for experienced candidates for the position of incident coordinator. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for incident coordinator
- Provide leadership in the consistent execution of process tasks and quality customer service to all resources working in the process
- Facilitate continuous improvement of the Incident Management process
- Take ownership of SLA monitoring including periodic management reporting
- Assist with SLA development based on real-world experience with the execution of Operating Level Agreements (OLAs) and Underpinning Contracts (Ucs)
- Drive the creation, documentation, and improvement of procedures, guidelines, standards and templates
- Maintain and develop relationships with key stakeholders in the process
- Facilitate periodic Major Incident drills and coordinate updates to Major Incident binders
- Ensure incident records are fully updated prior to making handoff to Problem Management and record workarounds in the Known Error Database (KEDB)
- Adhere to cyber security policies and standards and operating procedures and schedules
- Perform IOC Technician duties as needed to cover 24x7 schedule
Qualifications for incident coordinator
- Full-range of physical mobility, visual acuity, and general good health
- Ability to work in both an office environment field environment
- Minimum of two (2) years’ of experience in an area such as network, distributed, IT Services, Workforce Technology or mainframe is required
- Experience in Service Delivery, Problem Management, or Incident Management in an ITIL environment is preferred
- Preferably a study background in Information Technology (IT) / Computer Science / Informatics
- Proven capability to work independent
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Incident Coordinator Job Description
Job Description Example
Our company is searching for experienced candidates for the position of incident coordinator. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for incident coordinator
- Collaborates with Program Manager to determine number of hours required for successful completion of project tasks
- Actively promotes and supports safety policies to enhance mobility and responder safety
- Assists Program Manager in pricing and negotiating changes to the scope of work with the client and subcontractors
- Anticipates problems and works with client, architects/engineers, subcontractors, and Program Manager to identify and implement corrective actions
- Keeps client and Program Manager informed of the day-to-day activities of the project
- Completes a variety of complex assignments requiring excellent verbal and written communication skills, including an ability to interface effectively with a variety of people
- Works with key meeting coordinators and company management to ensure clear communication regarding all events and assignments
- Candidate must have a minimum of 5-7 years public/responder safety (fire, rescue, EMS, or law enforcement) experience
- Serve as the internal expert for Information Security Incident Response
- Determine appropriate responses to escalated tier two IS incidents
Qualifications for incident coordinator
- IT Incident Analysis
- IT Service Restoration
- IT Event Root Cause Investigation
- Managing the Lifecycle of all IT problems
- Familiarity with tools such as the Known Error Database
- Position requires TS/SCI clearance (CI preferred or must obtain)
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Incident Coordinator Job Description
Job Description Example
Our growing company is hiring for an incident coordinator. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for incident coordinator
- Perform periodic case reviews of IS cases for compliance to processes and lessons learned
- Key contributions to IS incident use case and response plans
- Engage representatives from Legal, IT, HR, Privacy, key business units across the globe, and Information Security to fully understand IS incidents, the severity and the appropriate response plan
- Respond to IS incidents in a timely manner and adhere to documented repeatable processes
- Develop collaborative information and knowledge sharing networks and build alliances with colleagues and counterparts internally and externally to the organization around IS incident response
- Identify long and short term industry trends in Information Security Incident Response
- Recommend and propose methods, technologies, or processes that could improve the effectiveness of IS incident response functions including counter measures or mitigating controls
- Stay abreast of new regulatory and policy developments that impact Information Security Incident Response
- Provide front-line event management and fault monitoring
- Be responsible for ensuring that action items identified during incidents are created in near real-time, tracked, and completed following service restoration or incident conclusion
Qualifications for incident coordinator
- Certification that meets 8570 compliance
- Technical certification to meet IAT II 8570 compliance
- French prefer
- Ability to make decisions in critical situations
- Ability to understand a problem and build a plan that solves it and techniques not
- Demonstrates a consistent focus on providing World Class Customer Service