Incident Coordinator
Core
Coordinate incident management processes and restore IT services for a major cancer centre, ensuring 24/7 coverage and stakeholder communication.
Role type
Incident Coordinator (IT Operations)
Builds
Incident management workflows and service restoration for clinical IT systems
Domain
Healthcare IT / IT Service Management
Required skills
Incident Management, Problem Management, Change Management, ITIL v3, ServiceNow, SLA management, stakeholder communication, reporting, process improvement
Preferred skills
Intermediate ITIL certification (PPO/RCV or ST/SO), managed service vendor experience, healthcare environment experience
Technologies
ServiceNow, Windows 11, Microsoft Office, Outlook
Responsibilities
Enforce ITIL-based incident management processes; schedule and document Major Incident Review Meetings; facilitate technical calls for restoration; create and distribute incident communications within SLAs; review incidents for priority/categorization; identify trends and provide mitigation strategies; run incident metrics/KPIs reports; participate in CAB meetings; update knowledge articles.
Seniority
Mid-level, hands-on IC