Change Management, Change Requests/Orders, Communication Skills, Continuous Deployment/Delivery, Continuous Integration, Cross-Functional, DevOps, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Leadership, Maintain Compliance, Multiplatform/Cross-Platform, Network Security, Operations Management, Organizational Skills, Risk Analysis, Root Cause Analysis, Service Level Agreement (SLA), ServiceNow, Team Player, Time Management
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:
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
N
Ness Digital Engineering