Incident Coordinator

Role Purpose :

The Incident Coordinator plays a key role within the Service Governance & Excellence function by ensuring disciplined, timely, and compliant handling of IT incidents. The role emphasizes governance adherence, structured coordination, stakeholder communication, and SLA-driven service restoration across global IT operations.

Key Responsibilities :

Incident Governance & Coordination :

- Coordinate the end-to-end lifecycle of IT incidents (P1-P3) in line with ITIL v4 practices and internal governance standards.

- Ensure accurate logging, categorization, prioritization, and assignment of incidents as per approved SOPs.

- Enforce adherence to SLAs, OLAs, escalation policies, and communication protocols.

- Act as the governance focal point to ensure consistency and quality in incident handling.

Major Incident Governance Support :

- Support Major Incident (P1 & P2) governance by coordinating bridge calls and ensuring structured execution.

- Ensure timely escalations, leadership updates, and compliance with Major Incident playbooks.

- Track actions, decisions, and timelines during major incidents for audit and review purposes.

Stakeholder Communication & Transparency :

- Own incident communications to business stakeholders, IT leadership, vendors, and resolver teams.

- Ensure timely, clear, and accurate status updates via ITSM tools and agreed communication channels.

- Maintain transparency, traceability, and single-source-of-truth incident records.

Process Adherence, Risk & Compliance :

- Ensure incident records meet governance, audit, and compliance requirements (including SOX/ITGC where applicable).

- Validate completeness and quality of incident documentation, including resolution notes and closure criteria.

- Identify recurring incidents, control gaps, and governance deviations for escalation to Problem Management.

Reporting, Metrics & Continuous Improvement :

- Track and report incident KPIs such as MTTA, MTTR, SLA compliance, and repeat incidents.

- Prepare governance dashboards and executive-ready reports.

- Contribute to continuous improvement initiatives focused on service stability and operational excellence.

Required Skills & Experience :

- 3 - 4 years of experience in Incident Management, Service Governance, or IT Operations.

- Experience working in a global, multi-vendor, or GCC environment.

- Strong understanding of ITIL v4 Incident Management and Major Incident governance.

- Hands-on experience with ITSM tools such as ServiceNow (preferred).

- Solid knowledge of SLAs, OLAs, priority models, and escalation frameworks.

Certifications :

ITIL v4 Foundation - Mandatory :

Success Metrics :

- Incident SLA compliance and governance adherence.