ITIL/ITSM Coordinator

Description 5 highly driven Incident / Problem / Change / Release Coordinators are needed to join our growing Service Operations team. This role is critical to ensuring operational stability across enterprise platforms. The selected candidates will take full ownership of incidents—from triage through resolution—coordinating across technical teams to drive timely fixes, minimize business impact, and ensure structured governance across ITIL processes. If you thrive in high-visibility, high-accountability environments and can drive issues to closure with urgency and structure, we want to talk to you. Key Responsibilities Incident Management Triage incoming incidents and prioritize based on impact and urgency Take full ownership of incident lifecycle from detection to resolution Coordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.) Lead Major Incident bridges and stakeholder communications Ensure SLA adherence and minimize downtime Provide executive-ready status updates during critical incidents Problem Management Identify recurring incidents and drive root cause analysis (RCA) Facilitate post-incident reviews Track corrective and preventive actions to closure Work with engineering teams to eliminate systemic issues Change Management Coordinate and review change requests Ensure proper risk assessment and backout planning Facilitate CAB meetings Monitor change execution and manage change-related incidents Release Coordination Coordinate release schedules across multiple teams Validate deployment readiness Ensure proper communication before and after releases Monitor post-release stability Required Skills & Experience 5+ years in IT Operations / Service Management roles Strong hands-on experience in: Incident Management Problem Management Change & Release coordination Deep understanding of ITIL framework (ITIL certification preferred) Experience working in enterprise environments with cross-functional teams Strong stakeholder communication skills (technical + business) Ability to manage high-severity (P1/P2) incidents under pressure Experience with ServiceNow or similar ITSM platforms Strong documentation and reporting skills Preferred Qualifications Experience leading Major Incident bridges Experience working in regulated or high-availability environments Familiarity with DevOps / CI-CD release cycles Exposure to cloud environments (AWS, Azure, GCP) Experience driving SLA/SLO compliance #J-18808-Ljbffr Ness Digital Engineering