Manage critical IT incidents from escalation through restoration by facilitating crisis bridges, coordinating technical resources, tracking incident records, and communicating with stakeholders. Manage associated problem tickets, support root-cause and mitigation analysis, document post-incident details, maintain metrics, and assist with after-action reporting. The role requires strong organization, prioritization, communication, analytical ability, and understanding of technical software and hardware issues.
Job Summary
The Incident and Problem Coordinator provides role clarity, communication, and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). The overall goal of the Incident/Problem Coordinator is to effectively manage the lifecycle of major incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place. They will then effectively manage the lifecycle of the problem ticket associated to that incident and assist with gathering root cause analysis and determining prevention and mitigation steps.
Essential Functions
- Major Incident Management & Communication
- Bridge Facilitation: Respond promptly to Service Desk escalations, establish and facilitate Crisis Bridge lines, and engaging technical resources during major incidents.
- Incident Lifecycle & Status Tracking: Update ticket statuses, manage Major Incident records, creating outage records, document accurate troubleshooting timelines, and filter distractions to keep technical teams focused.
- Stakeholder Communications: Collaborate with Application/Service Owners or Crisis Coordinators to craft and distribute timely and affected communities throughout the incident lifecycle.
- Problem Management & Continuous Improvement
- Post-Incident Resolution & Problem Lifecycle: Formally resolve Major Incident records, open associated problem tickets, and drive problem ticket resolution to prevent recurring issues.
- Root Cause & Mitigation Analysis: Assist teams in identifying root causes, gathering prevention/mitigation steps, and documenting post-restoration details.
- Reporting & Metrics: Maintain accurate metric data and assist in developing After-Action Report (AAR) presentations
Qualifications
- Minimum two years working in an Incident/Problem management role/environment
- Ability to triage and understand highly technical software and hardware problems
- Very well organized and ability to prioritize and coordinate multiple issues concurrently
- Excellent ability to communicate (verbally and written) as this position will communicate directly with end users
- Strong Analytical and Reporting Skills
Knowledge, Skills and Abilities
- Preferred Certification: ITIL
- Incident Management
- Problem Management
Similar Jobs
Software • Hospitality
Provides friendly food and beverage service in a hotel setting. Takes guest orders, enters them into the point-of-sale system, delivers food and drinks, explains menu items and promotions, maintains a stocked and organized service station, and follows health, safety, sanitation, and alcohol-awareness regulations.
Top Skills:
Point-Of-Sale System
Software • Hospitality
Leads Hilton Lifestyle hotel developments across North America from pre-signing through opening. Oversees architecture, design, construction, renovations, conversions, and adaptive reuse while balancing brand vision, operational performance, commercial priorities, and guest experience. Reviews design and construction documents, conducts site inspections, manages risks, coordinates owners and consultants, drives decisions, and maintains project reporting. The role requires hospitality development expertise, strong project leadership, and travel of 40–50%.
Top Skills:
Bluebeam
Software • Hospitality
Leads enterprise sales strategy initiatives focused on extended-stay lodging growth. Develops strategic roadmaps, business cases, ROI analyses, go-to-market plans, program charters, performance initiatives, and executive presentations. Partners with sales, product, marketing, finance, operations, technology, and regional teams to influence decisions, align stakeholders, and operationalize global commercial strategies.
Top Skills:
Salesforce
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
