Incident Coordinator

Our client a dynamic Information Technology services company that partners with leading global organizations to deliver innovative, high-quality IT solutions is looking for a Incident Coordinator.

As an Incident Coordinator, you are part of a dynamic team that is the first line of defense in ensuring incidents, monitoring events, and service requests are quickly identified, logged, communicated, and resolved through known procedures or swift escalation. You will work closely with second-tier support teams and IT functions such as infrastructure, networks, enterprise applications, and software development — including Linux-based production environments — so a technical curiosity about systems administration is a strong asset.

While Major Incidents are managed by the Service Delivery Manager, you act as the critical communications hub and support structure during significant technology events. You coordinate initial responses, facilitate support swarming, and ensure all stakeholders are kept informed of progress and business impacts via modern Chat Ops and ITSM platforms.

Responsibilities

Provide comprehensive incident management and initial troubleshooting for the efficient resolution of incidents and requests.

Act as the primary communications hub during events, utilizing Chat Ops (e.g., Slack/Teams) to engage key stakeholders in the earliest stages of an incident.

Handle incoming automated alerts and user reports: acknowledge, interpret, prioritize, document, investigate, resolve (or escalated), and notify.

Support blameless Post-Incident Reviews (PIR) and assist in Root Cause Analysis.

Ensure lower-priority incidents are actively monitored and followed through to completion to prevent SLA breaches.

Provide excellent customer service, problem-solving, and technical reasoning skills, applying individual judgment to ensure satisfaction.

Identify potential systems problems — including at the OS, network, or infrastructure layer — and coordinate "swarming" with internal or external Tier-2/3 teams for resolution.

Maintain transparent communication with stakeholders to establish appropriate expectations and response times.

Support the Service Delivery Manager during Major Incidents by maintaining communication logs and executing established protocols without deviating from process.

Stay aligned with the corporate I.T. change calendar to identify potential incident triggers.

Perform related tasks as needed or assigned.

Qualifications

Degree or technical certificate with two or more years of IT support or incident management experience.

Basic-to-strong Unix/Linux proficiency (comfortable navigating the command line, reading logs, checking system status)

Familiarity with scripting for support tasks (Python and/or shell/bash) — even at a "can write or adapt a simple script" level.

Exposure to troubleshooting on Linux/Unix and/or Windows Server (2012/2016) beyond basic user support.

Working understanding of networking fundamentals (TCP/IP, routing, LAN/WAN) sufficient to help triage connectivity-related incidents.

Knowledge of major software applications, cloud platforms, hardware, and networking concepts.

Strong problem-solving aptitude: ability to quickly analyze issues, determine possible causes, and identify appropriate solutions or escalation paths.

Ability to empathize with customer concerns while remaining committed to quality results.

Autonomous, detail-oriented, highly organized, and adaptable to rapid technological changes.

Ability to work on a rotational shift basis, including weekends and outside typical business hours.

Ability to multi-task and stay focused in a high-stress, fast-paced environment.

This is a fantastic opportunity to join a growing team. The company offers a competitive compensation package, medical & health benefits and RRSP matching.

competitive compensation package

medical & health benefits

RRSP matching

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