Incident Coordinators​/Supervisors​/Coral Gables, FL; Onsite

Incident Coordinator

Location:

Coral Gables, FL (Onsite)

Role

Summary:

The Incident Coordinator is the frontline for managing all IT incidents affecting Verizon-provided services. This position is responsible for the end-to-end lifecycle of incident tickets, from initial detection and logging through triage, coordination, and resolution. The Incident Coordinator ensures that all proactive and reactive incidents are managed efficiently, minimizing service impact and ensuring timely communication to all stakeholders. They also ensure seamless incident logging between Verizon and FIFA's systems.

Key Responsibilities:

• Incident Reception & Logging:
  Act as the primary contact for all incoming incidents (proactive/reactive). Formally log and capture all required initial information accurately.
• Triage & Prioritization:
  Perform initial assessment, triage, and prioritization (impact, urgency, severity per SLA). Assign incidents to appropriate technical resolution groups (e.g., Network Operations, Security, Service Desk).
• Ticket Management & Coordination:
  Own the incident ticket lifecycle, ensuring active progress, preventing stalls, and tracking against SLA targets. Escalate as necessary and maintain clear, timely status updates.
• Service Now Integration & Data Integrity:
  Responsible for accurately reflecting Verizon incidents in FIFA's Service Now instance. Manually create, update, and manage tickets in Service Now if the automated integration is non-operational.
• Stakeholder Interface &
  
  Collaboration:
  
  Act as a liaison between Verizon's technical teams and other TCC members (FIFA staff, Engineers) to facilitate effective incident resolution.
• Communication & Reporting:
  Act as a central point of communication for ongoing incidents, providing status updates to relevant stakeholders as required. Contribute to daily operational status reports, highlighting major incidents and their current status.

Functions:

• Incident Reception & Logging
• Triage & Prioritization
• Ticket Management & Coordination
• Service Now Updates & Data Integrity
• Collaboration of Cross Matrix Support Teams
• Communication & Reporting

Qualifications & Skills:

• Experience:
  
  Proven experience in an IT Operations, service desk, or Network Operations Center (NOC) environment. Direct experience with IT Service Management (ITSM) ticketing systems is required; strong proficiency with Service Now is highly preferred. Experience in a fast-paced, high-pressure environment, such as for a major public event, is a significant advantage.
• Skills & Knowledge:
  Solid understanding of ITIL principles, particularly in the area of Incident Management. Excellent communication skills (both written and verbal), with the ability to be clear and concise. Strong analytical and problem-solving skills with a high attention to detail. Ability to multitask, prioritize, and manage time effectively under pressure.