Incident & Problem Management Coordinator

Incident & Problem Management Coordinator

Role type: Operational coordination and technical incident management

Remote

Mandatory skills:

• Strong experience in major incident management and problem management
• Proven ability to lead technical bridge calls during critical production incidents
• Excellent written and verbal executive-communication skills
• Experience creating triage runbooks, incident reports, RCA documents and problem records
• Understanding of infrastructure, networks, applications, integrations, databases and data pipelines
• Experience with ITSM platforms (ServiceNow, Jira Service Management or equivalent)
• Hands-on understanding of observability, dashboards, logging, monitoring and alerting
• Ability to remain calm, structured and decisive during high-severity incidents
• Willingness to work in the EST time zone and support critical incidents when required

Preferred skills:

• ITIL certification or strong working knowledge of ITIL practices
• ServiceNow Incident, Major Incident and Problem Management
• Splunk, Datadog, Dynatrace, Grafana, New Relic or similar
• MuleSoft, CRM, Snowflake, ETL and file-transfer environments
• Experience presenting incident status and RCA findings to senior executives