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