ITIL/ITSM Coordinator

Description

Role Overview

We are seeking 5 highly driven Incident / Problem / Change / Release Coordinators 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 are someone who thrives 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