Incident Response Coordinator

Job Purpose

Coordinates incident activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments. Reviews, evaluates and approves changes for production implementation. Responsible for management and escalation of level production impacting incidents throughout an incident lifecycle across multiple data center environments. Ensures contractual service level agreements are met in support of clients' and company's mission-critical business requirements. Works across a wide array of product lines and engages various levels of management on a day-to-day basis.

Responsibilities

• Manages incidents across multiple data center environments to protect production and disaster recovery systems critical to business success.
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents and escalates as appropriate.
• Recommends and documents departmental standards and procedures.
• Consults with other teams on proper integration and correlation of the change, and incident management process and their respective areas.
• Ensures effective and rapid response to major incidents.
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
• Performs other related duties as assigned.

Knowledge and Experience

• Bachelor's Degree in Computer Science, Business, Communication or the equivalent combination of education, training, or work experience with a minimum of three (3) years related experience in change, incident or problem management
• Considerable knowledge of Service Now change, incident and problem management principles, procedures and techniques
• Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
• Strong knowledge of issue resolution and escalation practices
• Knowledge of ICE and Legacy Black Knight products and services
• Broad knowledge of IT infrastructure
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to provide acute attention to detail
• Ability to communicate effectively to all levels within the organization
• Ability to manage multiple tasks simultaneously
• Conflict resolution and facilitation skills
• Independent and collaborative decision-making ability within specified parameters
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Excellent written and verbal communication skills
• Solid business acumen and an awareness of business implications of decisions
• Demonstrated skill in timely, proactive, responsive follow-through on deliverables
• Ability to organize tasks and priorities effectively and under minimal supervision
• Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions
• Must be proficient in MS Word and Excel, Outlook, Teams and Service Now.