Major Incident Coordinator

Job Overview:

ATSG is currently seeking hands-on Major Incident Coordinators to work with multiple US and globally based clients. The MIC will be responsible for ensuring that subscribed services are implemented and functioning as per contractual obligations. The MIC will document the customers environment, provide technology advisement to the customer, review tickets, participate in client projects, and be on call for major incidents involving the customer. The MIC will also be responsible for patching remediation for clients.

Major Incident Coordinator

Key Responsibilities:

• Monitor incident management systems and respond appropriately to notifications.
• Coordinate and manage incident response efforts, ensuring all relevant parties are informed and involved. The Incident Coordinator will hold the responsibility for driving major incidents through to resolution in accordance with agreed procedures and service levels and provide a command-and-control presence on Bridges and Incident Calls.
• Trigger and ensure Management or Technical Escalation in case of a technical crisis, with close follow-up on the escalation and continuous communication. He/she debriefs in real-time and reports to management on the incident resolution.
• Conduct initial incident analysis, evaluating the severity and potential impact.
• Develop and implement incident response plans, including coordination with external organizations if necessary.
• Communicate effectively with all involved parties, providing regular updates and reports on the incident status.
• Identify and escalate incidents that cannot be resolved within established timeframes.
• Document all incident details, actions taken, and final resolution to facilitate root cause analysis and process improvement.
• Conduct post-incident reviews to identify areas for improvement and lessons learned.
• Prepare the Root Cause Analysis of the Major Incident and submit for Executive review.
• Conduct problem management on persistent issues to identify continual improvement initiatives with the SDM.

Requirements:

• Bachelors degree in computer science or related field.
• 5+ years of experience in technical account management, technical consulting, or a related field.
• Strong understanding of IT infrastructure, cloud computing, and network architecture.
• Proven team player with outstanding interpersonal and communication (written and oral) skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and handle multiple priorities.
• Ability to manage multiple issues and excellent attention to detail with exceptional follow-through.
• ITIL Foundation Certifications highly desired or equivalent ITIL experience.
• Excellent command of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, and Project.
• Highly Desirable: Experience/knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, etc.

Location:

• Islamabad/Lahore/Remote

Job Timings:

• Rotating shift to provide 24/7 coverage