Incident Coordinator Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the incident coordinator job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

A Beier

Augusta

Beier

149 Myrtle Mission

Philadelphia

+1 (555) 491 1611

149 Myrtle Mission

Philadelphia

Phone

p +1 (555) 491 1611

Experience Experience

Phoenix, AZ

Incident Coordinator

Phoenix, AZ

Johnston, Zboncak and Roberts

Phoenix, AZ

Incident Coordinator

Work with Change and problem management to ensure processes are well defined and provide feedback on service or process improvements
Interact with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes
Work with Netcraft to develop and maintain the process for detection and actions associated with detection and takedown of phishing websites and emails
Provide incident coordination function to assist client in managing tickets in Archer/IT Service desk in relation to the services in scope
Prioritise resolution activities across multiple accounts with the assistance of the Managed Services lead
Identify, plan and execute areas for Service Improvement
Monitoring the effectiveness of incident management and making recommendations for improvement

Philadelphia, PA

IT Incident Coordinator

Philadelphia, PA

Roob Group

Philadelphia, PA

IT Incident Coordinator

Following up and working with teams to ensure aging incidents are resolved quickly
Own the incident management relationship with relevant external vendors
Lead incident investigation, coordinating internal teams and external service providers to restore service and if possible to determine the underlying root causes of issues
Point of reference to business stakeholders whilst clearly communicating progress and improvement plans
Report KPIs, Incident volume and current incident trending
Work with senior team members to perform analysis of compliance vulnerabilities, work with Business and IT teams to eliminate vulnerabilities, work independently or with senior team members to support internal and external audit related activities
Subject Matter Expert for key services

present

Chicago, IL

Account Incident Coordinator

Chicago, IL

O'Connell-Emmerich

present

Chicago, IL

Account Incident Coordinator

present

Support activities, document development and root cause analysis investigations assigned to the Incident Manager for the FSA-NGDC Account
Assist in the coordination and chairing incident critical situation calls with FSA leaders and technology staff members
Manage incident tickets, monitor efforts and progress towards resolution
Attend and represent incident statuses in daily operational status meetings with FSA leaders
Prepare notifications and alerts to HPE and FSA stakeholders for all high priority incidents, including service disruptions
Eligible for 6c Public Trust security clearance
Prepare notifications and alerts to DXC and FSA stakeholders for all high priority incidents, including service disruptions

Education Education

Bachelor’s Degree in Computer Science

Northeastern University

Bachelor’s Degree in Computer Science

Skills Skills

Basic IT knowledge
Strong people skills with excellent written, verbal, and presentation skills
Strong leadership skills; ability to lead and influence others within department and across organization to accomplish goals
Strong knowledge and understanding of company information technology security standards, processes and procedures
Ability to communicate well; strong interpersonal and collaborative skills
Good analytical skills and be able to correlate the issues
Ability to multitask
Attention to detail
Excellent problem solving and resolution skills
Ability to investigate and analyze information and draw conclusions

Create a Resume in Minutes

8 Incident Coordinator resume templates

Read our complete resume writing guides

Incident Coordinator Resume Examples & Samples

Work with Change and problem management to ensure processes are well defined and provide feedback on service or process improvements
Reduce the number of repeat incidents/problems by reviewing KPI’s and SOP’s
This position supports RBC I&TS and the services provided by IT to our clients (internal/external)

Incident Coordinator Resume Examples & Samples

Interact with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes
Direct and Manage the Major Incident Coordinators and Major Incident Coordination process, SLA oversight, adherence and reporting
Identify, plan and execute areas for Service Improvement
Ensure consistent execution of Incident Management policies, processes, procedures and Work Instructions
Review and perform analysis of CompuCom’s Incident procedures and policies for accuracy, completeness, and adherence to global standards
Recommend and implement process improvements
Create, document track and maintain Incident Management service and process improvement plans with corrective action requirements and activities
Provide and analyze and data scrubbing for Incident Management reports
Providing SLA oversight
Driving Aging reduction down

Incident Coordinator Resume Examples & Samples

Experience in a IT managed services environment (ITSM)
Previous incident coordination experience
Strong stakeholder management / problem solving skills
Understanding of how data environments work and an interest in analytics

IT Incident Coordinator Resume Examples & Samples

Operations Assurance activities include but are not limited to
Knowledge in Service Now
Tableau nice to have not required
Excellent Written Communications
General IT knowledge, Midrange, Network, Application, Database, Mainframe
Minimum 3 -5 years direct experience
Strong interpersonal, written, and verbal communication skills preferred
Ability to work 24x7

Incident Coordinator Resume Examples & Samples

O o Written communications for Major Incidents
Service Now
Business Analytics / Sequel Reporting 1-3
Bachelor’s degree in Computer Science, Information Technology or a related discipline preferred
Ability to travel <5%
Knowledge in Business Analytics / Sequel Reporting 1-3

Incident Coordinator Resume Examples & Samples

Primary point of contact for all communications, internal and external for the duration of the incident as well as any Root Cause Analysis follow-up
Liaise with the Customer as focal point for all high priority & major incidents reported
Engage and coordinate resources among internal stakeholders (Support, Operations, Customer Success, Engineering) as needed to resolve the incident
Ensures adherence to SLA commitments on both Response and Resolution
Drive the completion of the RCA, including a review of the content and delivery to the client
Responsible for on-call based incident management and facilitation responsibilities, including on weekends
Contribute to our overall Customer Support team's responsibilities, including assisting with non-escalations as time permits, as well as authoring and editing content for our knowledge base
Working with Production Support and Infrastructure teams to trigger Problem Management process where appropriate
Defining and planning separate procedures for major Incidents
Evaluating Incidents to determine if they are likely to recur, both from tactical or strategic perspective
Ensuring focus on incident restoration during Triage Bridges with ability to overrule other priorities or distractions
Ensuring adherence to priority based management based on impact + urgency
Ensuring incident volume & aging reduction
Ensuring high quality of ticket data inputted and tracked
Production of management information in relation to agreed SLAs
Bachelor’s Degree or equivalent in IT or Engineering
Extensive IT experience that demonstrates knowledge of hardware (mainframe and/or networking) and infrastructure protocols used to provide services to customers
Strong analytical problem solving and reporting skills are desired
Strong software development related knowledge preferred
Extensive support experience a must
Experience in working with globally distributed and diverse teams is required
Minimum of 2 years previous relevant work experience
Strong customer focus and follow-up skills necessary
Must be well-organized, with superior relationship-building and management skills
Candidate must be able to stay focused under pressure

Incident Coordinator Resume Examples & Samples

Ability to maintain situational awareness, incident and vulnerability management, coordination, collaboration, and security oversight for various systems
Ensures that each of the individual IR teams and associated stakeholders are provided with timely relevant information
Works with stakeholders to set the incident battle rhythm for cybersecurity and privacy incidents
Serve as the central coordinating and communications component for security efforts coordination, incident and vulnerability management, for the teams supporting systems
Experience with various ticketing systems
Ability to lead and coordinate individuals and teams during IR lifecycle
2-5 years, experience in distributed security or operations environment
Security+, CEH, GCIH, CISSP certifications preferred
Ability to explain advanced technical concepts verbally and in written format to different audiences
A self-start and critical thinker

Incident Coordinator Resume Examples & Samples

Restoration of high severity incidents
Lead and drive restoration calls
Engage & drive restoration with required vendors
Identify RCA for incidents & provide remediation plan to functional teams
Driving the efficiency and effectiveness of the incident management process
Producing management information, including KPIs and reports
Monitoring the effectiveness of incident management and making recommendations for improvement
Developing and maintaining the incident management system
Driving, developing, managing and maintaining the major incident process and associated procedures
Reviewing and auditing the incident management process
Ensuring that all IT teams follow the incident management process for every incident
Bachelor’s degree in computer science / information system or equivalent
Prior experience of working as an incident coordinator in command center or equivalent setups
ITIL certification is a plus
Ability to work B shift 11 am – 8 pm and backup on-all rotation
Experience with ITIL V3, specifically in the area of incident, problem and change
Exposure to tools like BMC Remedy, Service Now
Experience in managing and defining best practices based on the ITIL incident framework
Strong written and verbal communication and relationship management skills
Deductive reasoning
Command and Control presence while managing critical incidents
Maintains a professional demeanor and attitude while being assertive
Ability to challenge information if the response does not fit the situation
Extensive problem solving, organizational and project management skills
Extensive experience with standard desktop tools, including Microsoft Office
Ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment
Should be able to drive Incident restoration calls independently
Quality focus
Good analytical skills and be able to correlate the issues
Excellent problem solving and resolution skills
Promoting process improvement
Flexibility in work in night shifts
Self-starter; ability to begin working with minimal coaching
Strong communication skills. Provides information to others both internal and external to the organization
Good decision making
Ability to work independently as well as part of a team on multiple overlapping issues

Incident Coordinator Resume Examples & Samples

Global application monitoring
End To End Problem Determination and Order Flow troubleshooting
Situation Management
In depth Customer Impact Assessment/business impact analysis
Initiate severity 1 incident process for end to end issues
Engage in technical support, executive and customer chats
Executive and Application Focal Callout
Customer alerting
Threat management
Executive calls
Involve in communications for all mission critical applications and associated business processes
Great communication skills,
Ability to work and decide independently
Strong character, can do attitude and
Quality driven and customer focused mindset
Ability to work under time pressure
Problem determination and solving skills
Excellent inter-, intra team working skills
Proactive attitude - identification and progression of service improvement opportunities
Readiness to work in 24/7 shift model

IT Incident Coordinator Resume Examples & Samples

Lead incident investigation, coordinating internal teams and external service providers to restore service and if possible to determine the underlying root causes of issues
Adopt and champion Service Management processes
Subject Matter Expert for key services
Point of reference to business stakeholders whilst clearly communicating progress and improvement plans
Report KPIs, Incident volume and current incident trending
Work closely with the Incident Management team during major incident review sessions to ensure that all relevant information is documented appropriately
Following up and working with teams to ensure aging incidents are resolved quickly
Own the incident management relationship with relevant external vendors
Work closely with the Problem and Change teams to promote service improvement activities

Incident Coordinator Resume Examples & Samples

Coordination and management of Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAs
Escalation of risks and issues to the Incident Management Regional Process Owner
Supporting Incident Management reporting (KPIs and customer SLAs)
Assists the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization
Assist the Incident Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Incident Management process across their account(s)
Assists the Incident Management Global and Regional Process Owner in identifying and planning for Incident Management process improvement projects
Drives implementation of standard execution of the Incident Management process
Assists the Incident Management Global and Regional Process Owners in driving cross-account process standardization
Assists the Incident Management Global and Regional Process Owners in standardization to enable offshore targets. Monitor incident status to maximize SLA achievement, ensure prompt acceptance of incident by resolver and address wrongly routed incidents
Ensure proper incident prioritization, assignment and follow up for status update
Capture time triggered alerts and ensure timely status updates and resolution of the incidents
Escalate to resolver group management for incident handling exceptions
Audit incidents to ensure process compliance

Incident Coordinator Resume Examples & Samples

Provide incident coordination function to assist client in managing tickets in Archer/IT Service desk in relation to the services in scope
Maintain the client security incident response and escalation procedures/plans
Invoke the incident management process where needed and manage this process through to completion
Manage and report on major security incidents and problems
Ensure timely and effective handling of major incidents through coordination with the appropriate teams and stakeholders
Work with Netcraft to develop and maintain the process for detection and actions associated with detection and takedown of phishing websites and emails

Incident Coordinator Resume Examples & Samples

Understanding of front end (Remote) and back end (Supply Chain) operations
Knowledge of EXPO and inventory management in SAP
Issue management by effectively helping identify and resolve issues impacting the customer order process
Timely communication of issues via MyRoom, email notifications, and team sharepoint site
Provide after hours on call support
Work directly with the AMS Commercial Technology Solutions team, functional leads and call centers to address issues
Be able to assist with analytical data and provide, weekly and monthly reports
Issue management for external sites as first point of contact
Recoveries – cleanup of DR-99 location
BCP My Room coverage – for communication of issues
OPT/CDAX testing for Commercial projects
PCR Support
Ability to be on call every other quarter every day from 6:00 PM to 6:00 AM central time on weekdays and all day during weekends
1-2 years of experience in the service industry
High School or Associate Degree in Business Management, Business Administration or equivalent experience
Desired but not Required, Project management certifications such as PMP/PMI certification, Lean Six Sigma, or other Quality certification
Fluency in English and Spanish(oral & written)
Use of software packages to problem solve issues related to (EXPO, OPT, SAP etc)
Strong analytical skills, problem solving skills, and organizational skills
Ability to effectively communicate via emails, chat rooms, and Skype tools
Efficient at using MS tools, Excel, Power-point, and Visio
Strong people skills with excellent written, verbal, and presentation skills

Incident Coordinator Resume Examples & Samples

Partner with the Major IMT Incident Manager to
Execute on defined and standard Major IMT processes/framework, to communicate and escalate new, updated and resolved incidents
First line of support for triaging, assessing priority, and driving incident management and communication process for all incoming P1/P2 incidents
Real Time Incident Logging: Log all defined, relevant and appropriate data within the Enterprise Tool for Book of Record {SM9}, IMT Tool and standard templates
Execute on Major IMT 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
Execute on supporting Quality Control Tasks to ensure data is correctly and accurately archived in Service Manager 9 and IMT tool for metrics and historical purposes ensuring smooth transition of Incident Management to Problem Management as per team standards
Global scope and consistent Incident Management processes, metrics and data logging across technology organizations and geographic locations
Identify, respond to, and be accountable for all RBC Technology & Operations infrastructure, applications and service Priority 1 and 2 incidents
Identify and liaise with appropriate Incident Owners / Incident Managers to obtain ongoing incident impact and status update for communications

Incident Coordinator Resume Examples & Samples

Ensure that activities within the Incident Coordination Process are performed at a high level of quality in order to meet the associated Service Level Agreements or Operational Level Agreements
Determines if an incident needs to be escalated according to the priority of the issue
Coordinate High and Critical priority Incidents and ensure a rapid and effective cross-sectional response. Ensure to provide updated notifications and available workarounds to the Global Service Desk
Ensure all appropriate follow up actions are clearly documented in the ticket logs
To conduct detailed analysis on data gathered via the Service Management Process, in order to identify underlying issues and to develop effective processes aimed at improving or eliminating such issues
Monitor the Incidents and manage workload on the queues in scope
Might contribute on following up with supporting teams regarding their assigned incidents
Provide guidance to the support teams about the GSD scope and collaborate as needed to find process improvements
Identify trends of repetitive Incidents and escalate to prevent recurrences
Reports to the Incident Coordination Global Lead and works in collaboration with the Incident Coordination Team
Escalate all process issues to the Incident Coordination Global Lead

IT Incident Coordinator Resume Examples & Samples

Assist senior team members to support processes and procedures, work independently or with senior team members to provide ongoing support to manage application SLA’s, resolve a majority of the problems and fulfill service requests that do not require application development
Assist with the development and maintenance of the business requirements process used to define requirements for systems projects, assist with the definition of project scope and create appropriate scope documentation
Work with senior team members to perform analysis of compliance vulnerabilities, work with Business and IT teams to eliminate vulnerabilities, work independently or with senior team members to support internal and external audit related activities
Communicates project status and escalates issues as needed
0+ years' experience with Master's Degree, 2+ years' experience with Bachelor's Degree or 8+ years of relevant experience without degree
Working knowledge of Microsoft application software (i.e., Word, Excel, Visio and Project)
Demonstrated problem solving skills and the ability to work collaboratively with other departments to resolve issues
Ability to work in a fast-paced environment, handling multiple priorities
LI-EV1

Incident Coordinator Resume Examples & Samples

Perform analysis of business issues, provide recommendations for possible solutions, work with Business users and IT project teams to drive decision making and define requirements for application development, ensuring that business needs are being met
Complete documentation for business requirements which guide application development efforts, working closely with the Development team and Business teams to ensure successful implementation of business requirements
Assist senior team members with the analysis and recommendations of opportunities to improve application reliability, work independently or with senior team members to implement solutions that enhance application and infrastructure reliability
2+ years' experience with Bachelor's Degree, Master's Degree or 11+ years of relevant experience without degree
Proven organizational skills with the ability to develop a detailed work plan to ensure project success
Strong requirements elicitation and conflict resolution skills

Incident Coordinator Resume Examples & Samples

Support for HPAM and other discovery Tools
Analysing issues with existing discovery deployments, analyse and resolve the same
Ensure discovery data is uploaded into CMDB
Understanding of customer environment in terms of discovery domains, discovery parameters and to be able to verification of those parameters
Must have skills on Discovery and CMDB tools from vendors one of HP, BMC, CA with a working experience on Discovery of assets in customer domains
Must be excellent with Microsoft Excel data consistency check and maintaining data integrity
Excellent technical and troubleshooting skills on similar tools

Account Incident Coordinator Resume Examples & Samples

Manage incident tickets, monitor efforts and progress towards resolution
Assist in the coordination and chairing incident critical situation calls with FSA leaders and technology staff members
Prepare notifications and alerts to HPE and FSA stakeholders for all high priority incidents, including service disruptions
Monitor and prepare incident status reports to include daily open/close reports, monthly rollup reports of all incident activities and ad hoc reports as required
Attend and represent incident statuses in daily operational status meetings with FSA leaders
Support activities, document development and root cause analysis investigations assigned to the Incident Manager for the FSA-NGDC Account
Strong foundational understanding of ITIL practices
Experience in incident management processes and activities required
Ability to interact with customer leadership and function in a high stress environment
Eligible for 6c Public Trust security clearance
Adaptable to change and fluid situations

Incident Coordinator Resume Examples & Samples

Drive resolution of incidents and maintain accountability for timely issue resolution
Critical Incident handling; including facilitating mutli-team technical bridges and executive communications
Accurately document time spent supporting multiple lines of Business
Contribute to the continual improvement of the Incident Management process
Effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level
Drive resolution of incidents to minimize impact to our customers and to help ensure timely delivery on projects
Accurately document and report on all incident activities and identify process deficiencies
Maintain operational incident data within the incident management tool for external awareness reporting and internal KPI reporting
Participate in shift rotation with peers to ensure 24/7 coverage is maintained
Perform functional and hierarchical escalations as required to expedite issue resolution
Analyze existing incident management processes and identify additional controls that are required to meet compliance and reduce risk
Govern the incident management process and identify and report on violations
Participate in specific Operations Management activities and special projects or initiatives as required
Approval and oversight of all Emergency corrective actions and changes
Minimum 2 years of experience in Incident Management and/or problem management with a focus on leadership
Experience leading conference bridge calls with a large number of technical participants
Ability to perform first level assessment of technical and process deficiencies and follow up on investigations
Knowledge of ITIL best practices and process improvements
Excellent written and verbal communication skills are a must
Experience in driving resolution of complex issues
Strong customer focus and results oriented
People management skills
Strong understanding of business processes and systems
Demonstrated ability to think strategically, weigh risks, and apply sound judgment to incident resolution
Ability to negotiate and implement change
Ability to communicate technical information to non-technical users; extensive IT knowledge and a demonstrated ability to keep pace with rapidly changing technology
Demonstrated ability to handle multiple tasks under pressure to meet deadlines
Support and promote ITSM framework amongst teams and the wider IT organization *LI-MK1

Major Incident Coordinator Resume Examples & Samples

Provide coordination during major incidents within the enterprise: Including, but not limited to, creating the Major Incidents, fielding questions, gathering additional information, pulling together the correct resources to handle major incidents, sending out notifications to defined distribution groups, documenting troubleshooting steps and service restoration details for accurate timeline of events
Provide and follow-up with Root Cause Analysis upon resolution of Major Incidents; documenting feedback on RCA requests sent out to other departments/teams. Responsible for providing a completed Root Cause Analysis report per Major Incident
Provide reports on all major incidents as defined in the Major Incident Process, as it relates to defined SLAs
Participates in on-call rotation supporting 24x7 Enterprise level systems
Completes all responsibilities as outlined on annual Performance Plan
Completes all special projects and other duties as assigned
Must be able to perform duties with or without reasonable accommodation

Incident Coordinator Resume Examples & Samples

Experience with event management/monitoring and ITSM tools
Experience executing and improving incident, problem, and event management processes
Superior information technology troubleshooting and resolution identification skills
Strong leadership skills; ability to lead and influence others within department and across organization to accomplish goals
Strong conflict resolution and negotiation skills
Solid understanding of business needs and operations and how services provided by information technologies are used to support them
Strong knowledge and understanding of company information technology security standards, processes and procedures
Demonstrated ability to effectively handle multiple tasks in a deadline driven, fast paced work environment
In-depth knowledge of company supported network and communications infrastructure, hardware, software and operating systems
Ability to document and communicate Incident management process/procedural instructions including the use of tools in the process
Ability to communicate well; strong interpersonal and collaborative skills
Ability to investigate and analyze information and draw conclusions

Incident Coordinator Resume Examples & Samples

Licensure/Certifications in ITIL Foundations
Experience with ServiceNow
Experience in a hospital environment
Knowledge of the following technologies: TCP/IP networking; DNS; DHCP; TLS; LPD; HTTP; HL/7; WebServices; HA/DR; Git; SQL; Numerify; Unix Scripting; Python; Perl; Javascript
At least 3 to 5 or more years of previous work related experience

Download Incident Coordinator Resume Sample as Image file