Job
Description
Brennan. Where true performance thrives. At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests. It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology. Why join Brennan True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members. True rewards In addition to competitive remuneration, Brennan offers extensive benefits, including: Training and certification bonuses Culture Awards that recognise excellence Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors Vibrant, fun social activities Discounted hardware and software An environment that embraces learning and development The Role The Incident Coordinator serves as a critical function within the Customer Experience division, reporting directly to the Senior Manager - Incident & Problem Management. This role is responsible for driving structured, time-sensitive response efforts through the coordination of cross-functional teams, including internal technical SMEs, business stakeholders, and third-party vendors. In doing so, the Incident Coordinator ensures swift service restoration, compliance with contractual SLAs and OLAs, and the delivery of consistent, transparent communication during incidents. The ability to orchestrate multiple workstreams under pressure and in real-time is essential to minimizing customer impact and maintaining trust in a 24/7, high-availability environment. Role Responsibility MAJOR INCIDENT LIFECYCLE MANAGEMENT- Lead the end-to-end management of Major Incidents (P1/P2), from detection, assessment, and prioritization through to resolution, closure, and post-incident review. Proactively initiate and manage incident bridges/war rooms, ensuring timely engagement of technical and business stakeholders. STAKEHOLDER COMMUNICATION & ESCALATION HANDLING-Serve as the single point of coordination for all communications during high-impact incidents, including internal updates, executive briefings, and client outreach via email, SMS, or direct calls. Act as the first point of contact for Duty Manager-level escalations, providing timely acknowledgement, resolution oversight, and portal updates. POST-INCIDENT DOCUMENTATION & ANALYSIS-Author high-quality Post-Incident Reports (PIRs) and executive summaries within defined timelines (typically 24-48 hours), ensuring they include a complete chronology, root cause, resolution actions, and future mitigation strategies. PROBLEM MANAGEMENT SUPPORT - Collaborate with Problem Management teams to identify recurring issues, conduct Root Cause Analyses (RCAs), and initiate Corrective and Preventive Actions (CAPA) aimed at improving service resilience. OPERATIONAL GOVERNANCE & SLA MANAGEMENT- Monitor SLA jeopardy across all incident and service tickets, regardless of client or business unit, ensuring proactive mitigation of overdue or at-risk cases. Drive accountability for aged, unattended, or incorrectly updated incident records, leveraging operational dashboards and engaging relevant team leads as required. PROACTIVE SERVICE HYGIENE- Conduct regular reviews of incident trends, aged tickets, and unresolved escalations to drive process improvements and enforce compliance with operational governance standards. CONTINUOUS IMPROVEMENT & KNOWLEDGE SHARING - Actively contribute to service improvement initiatives, including updates to incident response playbooks, internal training sessions, and knowledge base enhancements. Maintain a culture of collaboration and transparency by promoting ITIL best practices and fostering continuous feedback loops across teams. Key Competencies The role requires a forward-thinking approach to incident coordination, capable of influencing outcomes beyond the immediate operational scope. The individual must inspire confidence and foster a culture of accountability and resilience across cross-functional teams. Demonstrating a “can-do” mindset, the coordinator must drive collaboration during high-stakes incidents while continuously contributing to long-term strategic improvements through structured engagements. Communication and Stakeholder Engagement Exceptional communication skills are vital, with the ability to manage difficult conversations, complaints, and stakeholder pushback with professionalism and empathy. The role demands active listening, precision in incident updates, and the ability to convey technical issues and resolutions in a clear and customer-focused manner. Engaging stakeholders throughout the incident lifecycle is key—ensuring transparency, alignment, and informed decision-making across all impacted business units, internal teams, and third-party vendors. Operational Execution and Incident Lifecycle Management The Incident Coordinator is accountable for the end-to-end management of all incidents, particularly high-priority (P1/P2) events. Responsibilities include accurate incident logging, classification, prioritization, and resolution tracking, along with proactive SLA monitoring and escalation management. Brennan is an equal opportunity employer. Show more Show less
