Incident Coordinator/Manager

TEKsystems•Milton, GA

4d•$25 - $28•Hybrid

About The Position

We are seeking an Incident Coordinator/Manager to lead and coordinate the response to production incidents, service disruptions, and critical operational events. This role serves as the central point of contact during incidents, driving resolution efforts across technical teams, vendors, and business stakeholders while ensuring clear communication, proper escalation, and accurate documentation throughout the incident lifecycle. The ideal candidate is a strong communicator with experience managing incident bridges, coordinating technical responders, facilitating service restoration, and driving continuous improvement through post-incident reviews and process enhancements. This position focuses on operational leadership, stakeholder management, and incident governance rather than hands-on engineering.

Requirements

Major Incident Management
Incident Coordination
Incident Response
ServiceNow
ITSM / ITIL Framework
Stakeholder Management
Escalation Management
Service Management
Root Cause Analysis Coordination
Change Management
Problem Management
Production Support Operations
Executive Communications

Nice To Haves

Experience leading major incident bridge calls and coordinating cross-functional response teams.
Working knowledge of ServiceNow incident and change management modules.
Familiarity with enterprise infrastructure, cloud environments, and production support operations.
ITIL Foundation Certification preferred.
Experience working in fast-paced, highly available production environments.

Responsibilities

Act as the primary Incident Coordinator during production outages and high-priority incidents.
Lead incident bridge calls and drive restoration efforts by coordinating technical teams and stakeholders.
Determine incident severity and business impact while ensuring appropriate escalation paths are followed.
Manage incidents end-to-end from identification through resolution and closure.
Ensure SLA adherence, timely updates, and effective communication throughout the incident lifecycle.
Maintain ownership and accountability during critical situations until services are fully restored.
Provide clear, timely communications to leadership, business partners, and impacted stakeholders.
Coordinate updates, status reporting, and executive communications during major incidents.
Escalate critical issues appropriately based on business impact and operational risk.
Serve as the central liaison between technical teams, vendors, and business units during service disruptions.
Manage incident records, service requests, and operational workflows within ServiceNow.
Ensure complete and accurate documentation of incidents, actions taken, timelines, and root cause details.
Drive compliance with ITIL-based incident management processes and operational standards.
Coordinate change and release communications to minimize operational risk.
Facilitate post-incident reviews and identify opportunities to improve response procedures.
Track incident trends, recurring issues, and process gaps to improve overall service stability.
Recommend and implement process improvements, automation opportunities, and operational efficiencies.
Contribute to the development and maintenance of incident runbooks, knowledge articles, and response procedures.
Partner with infrastructure, application, cloud, networking, and vendor teams to expedite issue resolution.
Coordinate planned maintenance activities and communicate business impacts effectively.
Collaborate across operations teams to ensure smooth handoffs and consistent incident management practices.
Support a 24/7 operational environment through strong communication and coordination.