Incident Coordinator

Role Overview: As an IT Incident Coordinator (SLA), your role involves providing strategic leadership and meticulous oversight of the incident management process. You will help IT service desks navigate through the incident life cycle, collaborate with various teams, and devise incident response strategies to minimize the impacts of disruptions. Key Responsibilities: - Allocate resources, including personnel, tools, and infrastructure, to promptly address incidents and ensure effective resource utilization. - Monitor the workload of the incident response team for smooth operations during the incident management process. - Coordinate with various teams involved in incident response and delegate tasks to specific team members. - Facilitate communication between stakeholders, provide regular updates on the status of incidents, and manage expectations regarding resolution timelines. - Facilitate decision-making processes during incident response, guiding teams in identifying and implementing effective solutions promptly. - Lead the investigation of incidents to determine root causes and underlying issues. - Drive efforts for ongoing improvement by conducting post-incident reviews and applying insights gained to enhance the incident management process. - Ensure comprehensive documentation of incident details, response actions, and outcomes for analysis, compliance, and future improvement efforts. Qualifications Required: - Technical expertise in security, networking, and systems. - Proficiency in project management and organizational skills. - Leadership and teamwork capabilities. - Effective communication and presentation skills. - Analytical skills, critical thinking abilities, and stress management techniques. - Relevant certifications such as ITIL Foundation, Certified Incident Manager (CIM), Certified Information Security Manager (CISM), or other incident management specific certifications are beneficial.,