What are the responsibilities and job description for the Incident Coordinator position at IT Trailblazers?
Job Overview :
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As an Incident Coordinator, you will be responsible for overseeing and managing the lifecycle of incidents supporting technology, operations and security teams, focusing on maintaining service availability and mitigating potential risks to critical operations. You will coordinate with cross-functional teams to facilitate timely resolution of incidents, ensure appropriate escalation, and help drive post-incident analysis and improvement.
Key Responsibilities :
- Incident Management : Lead the end-to-end management of incidents from identification through resolution. Ensure incidents are appropriately categorized, prioritized, and assigned.
- Coordination and Communication : Act as the central point of contact during incidents. Facilitate communication across technology teams, business stakeholders, and management to provide status updates, estimated resolution times, and impact assessments.
- Escalation Handling : Proactively escalate incidents based on impact and priority. Ensure the right resources are engaged, and coordinate efforts for rapid response in high-severity incidents.
- Root Cause Analysis : Work with relevant teams, post-incident, to understand root causes, contributing factors, and preventive measures. Document findings and develop incident reports.
- Continuous Improvement : Analyze incident trends and work with engineering, operations, and quality assurance teams to develop strategies that reduce recurring issues and improve incident response.
- Documentation and Reporting : Ensure incidents are documented accurately in incident management tools, creating a clear and accessible record of events. Provide regular and ad-hoc reports on incident metrics, trends, and root causes for leadership.
- Process Optimization : Help define, implement, and improve incident management processes. Support the development of playbooks, workflows, and automation initiatives to streamline incident handling.
