Senior Major Incident Coordinator

POSITION SUMMARY

This is a mid-level position that executes the foundational elements of major incident response and supports operational readiness when incidents are not active. This role focuses on reliable execution, accurate documentation, monitoring, and adherence to established processes under the guidance of senior coordinators, incident commanders, and the Major Incident Manager.

Working variable shifts and responding to 24x7 critical alerts on a mobile device or other connected platform for service disruptions is required for this role.

CORE FUNCTIONS

1. Works assigned shift and participates in on-call rotation to independently coordinate major incident bridge calls and collaboration channels. Supports Major Incident Commanders as directed.

2. Reviews, validates, and maintains incident records, timelines, and activity logs. Ensures completeness, accuracy, and timely closure.

3. Publishes approved outage notifications and status updates using standard templates; ensures accuracy, timeliness, and adherence to communication standards.

4. Monitors dashboards and system alerts across designated platforms. Analyzes alert effectiveness, identifies gaps or noise, and recommends improvements.

5. Partners with Problem Management to monitor RCA completion quality, ensures findings are documented, and tracks corrective actions to closure.

6. Monitors and reports on high-priority incident response SLAs and KPIs (MTTR, incident counts, communication timeliness); escalates risks or trends as identified.

7. Reviews playbooks, contact lists, and templates for accuracy. Submits recommended updates based on observed gaps or incident learnings.

8. Maintains up-to-date knowledge of enterprise technology platforms, security policies, major incident processes, core stakeholders, and downtime procedures. Serves as a resource to Coordinator I staff.

MINIMUM QUALIFICATIONS

Experience and education as normally obtained through an Associate’s degree and 1 year of relevant experience in IT operations, service desk, NOC, or incident management.

Demonstrated ability to independently coordinate major incidents. Experience leading incident bridges and coordinating cross-functional technical teams. Ability to assess impact, manage priorities, and maintain response cadence during active incidents.

Strong written and verbal communication skills, including stakeholder-facing updates. Proven ability to multitask effectively in high-pressure environments.

Ability and willingness to work variable shifts and respond to 24x7 critical alerts via mobile device or other connected platforms for service disruptions.

PREFERRED QUALIFICATIONS

Bachelor’s degree in Information Systems, Computer Science, Healthcare Informatics, Healthcare Administration, Business Administration, or a related field preferred.

ITIL Foundation certification or equivalent practical experience.

Experience publishing outage notifications and executive-level status updates.

Experience analyzing incident trends or supporting continuous improvement initiatives.

Experience mentoring or supporting junior coordinators.

Additional related education and/or experience preferred.