Incident Coordinator Resume
Summary : As an Incident Coordinator, worked with technical IT teams,and experienced working within an ITIL (or equivalent) environment, worked in a global service desk or equivalent environment, worked in a dynamic and fast-paced environment, and also communicated effectively by using dashboards, power points, and reports.
Skills : Emergency Response, Communicational Skills.
Description :
- Gathered items to Onboard into the EOCC and lead onboarding operations into the EOCC.
- Kept dashboards and notes up to date during active Major Incidents, and lead calls, and facilitated Major Incidents when needed.
- Managed, maintained, and contributed to reports of technology partners, gathering data from Service Now for analytical purposes.
- Led operational improvement efforts through personal projects, and the creation of reports for playbook/process status.
- Daily reviewed of all incidents and identified repeat incidents or problem areas that need attention, managed critical or high priority incidents to resolution, and ensured that post mortems were documented and tracked to closure and the root cause had been identified.
- Communicated with a large group of business personnel, IT support, and executive leadership using technical writing and verbal communication skills.
- Experienced in operating in a diverse global environment with both internal and 3rd Party/ external resources.
Experience
10+ Years
Level
Senior
Education
Bachelor's Degree in Emergency Management
Incident Coordinator Resume
Summary : As an Incident Coordinator, responsible for supporting and promoting ITSM framework amongst teams and the wider IT organization LI-MK1, acting as an escalation point to expedite incident and problem resolution, and also multitasking as priorities change with a highly analytical and critical thinking approach to problems and incidents.
Skills : Problem-Solving, Leadership.
Description :
- Led and influenced through expertise, relationship building, and value delivery, worked effectively with multiple organizations and individuals at all levels.
- Understood infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services, and Networking).
- Worked independently and with a team, with strong communication and interpersonal skills, and identified ways to reduce the cost associated with Outages while increasing the availability of Core/Critical Systems.
- Established the capabilities to facilitate resolution of the Critical/Major Incident to restore service as rapidly as possible to the user base.
- Managed Critical/Major incidents affecting CompuCom’s client’s technology systems and environments.
- Ensured KPIs were well defined and were tracked on a daily/monthly/quarterly basis, ensuring SLAs were well defined and accurately measured.
- Reviewed and performed analysis of CompuCom’s Incident procedures and policies for accuracy, completeness, and adherence to global standards.
Experience
7-10 Years
Level
Management
Education
Bachelor's Degree in Crisis Management
Incident Coordinator Resume
Headline : As an Incident Coordinator, responsible for escalating the incidents to all support groups identified vendors and following up to resolution, coordinating response actions across multiple internal and external organizations, and also preparing executive communications that provide consistent and timely updates to key stakeholders, designing, documenting and utilizing streamlined processes that are both repeatable and scalable.
Skills : Risk Assessment, Resource Management.
Description :
- Collaborated with the Incident and Problem Manager to establish and document incident management processes, standards, and policies.
- Ensured the resolution of incidents and raised problem tickets if required, flagged and escalated major incidents to service owners within the IT towers or within the Core ERP CoE group.
- Liaised with the service owners to resolve incident escalations, and managed third-party providers through the resolution of critical incidents associated with services they deliver.
- Monitored, analyzed, and reported on incident trends, and hold reviews to deliver service feedback to service owners.
- Produced appropriate management information to report incident management performance, experienced fulfilling customer needs and providing incident resolution support to our high value corporate customer in an ITIL-rich ICT / Managed Services environment based on an on-call roster.
- Liaised between client/user and support teams and vendor, created problem records for all Severity 1 and 2 incidents to find the root cause, and determine the possible improvements and proactive measures.
- Conducted Problem Review meetings, took minutes, distributed minutes, and followed up on all action items to resolution.
Experience
5-7 Years
Level
Executive
Education
Bachelor's Degree In public administration
Incident Coordinator Resume
Objective : As an Incident Coordinator, scheduled and chaired daily incident review calls with Project teams and Client Project teams, reviewed and ensured the accuracy and correctness of performed root cause analysis, produced reports using agreed metrics and KPIs, and also reported tools/graphs (Crystal, Westbury ).
Skills : Decision-Making, Crisis Communication.
Description :
- Accurately and consistently recorded incident data in the case management system, and conducted a rigorous post-mortem process that identified and communicated key findings to relevant parties.
- Drove execution and resolution of major incidents within the Incident Management Console, coordinated with other team members and/or departments to solve problems, and supported and coordinated the implementation of identified resolutions.
- Followed established processes and procedures and created processes and procedures as needed, partnered with escalation resources to resolve Incidents, and followed up for problem resolutions.
- Identified potential problems and raised problem requests for consideration, used technical knowledge to evaluate problem tickets and coordinate within service level agreement timeframes, and as needed escalated to appropriate support personnel.
- Worked with internal and external customers to gather more information about problems and coordinate with assigned resources.
- Ensured that the appropriate communications were sent to senior management and other stakeholders, keeping them advised of the incident resolution progress and of the client's impact, interfaced with Problem Management.
- Participated in the maintenance of escalation information and associated documentation, and made sound judgments in a fast-paced environment.
Experience
2-5 Years
Level
Executive
Education
Bachelor's Degree in Emergency Management
Incident Coordinator Resume
Summary : As an Incident Coordinator, responsible for communicating with stakeholders and end-users during major incidents, ensuring consistent feedback on impact and progress to resolution, recommending appropriate countermeasures or mitigating controls based on findings from incidents and investigations, and also coordinating specific activities with stakeholders such as legal, PR, customer support, during incidents and investigations.
Skills : Training, Preparedness.
Description :
- Maintained composure during high situations, and assisted Major Incident Handling Process, performed Major incident monitoring, analysis, content development, and maintenance.
- Drove the number of outstanding Managed Services incident tickets down, and provided direction and coaching to other IT Technology groups.
- Reduced the number of repeat incidents/problems by reviewing KPIs and SOPs, serviced catalog reviews, and updating new and existing services.
- Provided leadership, and ownership, and managed Major Incident bridges according to Service Level Guidelines.
- Ensured all Major Incident Process guidelines were followed and all Service Level Guidelines were met during Major Incidents.
- Ensured adherence to incident management processes and procedures, and provided guidance and coaching to Incident Management Analysts as needed.
- Participated in problem resolution as needed following escalations of incidents, and also conducted and provided major incident reviews including lessons learned and root cause analysis.
Experience
10+ Years
Level
Senior
Education
Bachelor's Degree in Public Administration
Incident Coordinator Resume
Summary : As an Incident Coordinator, responsible for leading and driving major incidents towards mitigation and resolution with multiple counterparts, effectively coordinating production incidents resolution across multiple teams, providing excellent incident communication to the manager, and also leading and/or participating in Post Incident Review and Problem Management meetings with managers to review events and opportunities for ongoing improvement.
Skills : Soft Skills, Detail Oriented.
Description :
- Contributed to the Incident Management process, and documentation, worked with vendors and 3rd parties to have clear processes and procedures.
- Created root cause analysis summaries (RCA) when required, and effectively worked with executives to provide timely updates and summaries.
- Prioritized incidents, escalated to service owners or third-party providers, managed stakeholders, and minimized disruption in business or IT operations in a short time frame.
- Determined the impact of incidents on business function and IT operations, facilitated formal Service Improvement Programs, process training, review, improvements, and issue resolution.
- Endured ITIL best practices are being followed, understanding what's working or not working, breakdown in process internally/externally is identified, socializing improvements across the enterprise and facilitating the end-to-end ultimate resolution, resource engagement
- Rewarded opportunity in Customer Service/Administration, utilized skills and expertise while offering the chance for advancement.
- Created and maintained Standard Operating Procedures (SOP) for Incident Management and the Service Desk.
Experience
7-10 Years
Level
Management
Education
Bachelor's Degree in Emergency Management
Incident Coordinator Resume
Summary : As an Incident Coordinator, responsible for acting as a liaison between technical teams and business stakeholders, translating technical issues into business impact, communicating incident and problem management updates to relevant stakeholders, and also identifying and analyzing incident data to identify underlying recurring issues and propose preventative measures as part of continual service improvement, preparing post-incident reports, and conducting incident review meetings with stakeholders.
Skills : Math Skills, Reporting.
Description :
- Managed the incident team members by re-assigning workloads and rescheduling non-urgent tasks.
- Received, coordinated, and managed security incidents for the organization, disseminated information as necessary, and facilitated the engagement of other security resources as needed.
- Provided status updates to management as needed, experienced, hands-on technical skills in Windows, Linux, and Network Security, along with experience in identifying live intrusions and triaging security events in real-time.
- Acted as the initial contact point into iProov for customer and partner queries and drove any service issues through to resolution.
- Performed 1st line application support to all incoming tickets to the customer service desk, triaging, diagnosing, troubleshooting, resolving where possible, and managing escalations to second-line Technical Support Engineers and then third-line support when required.
- Managed and maintained our customer knowledge base, identifying any gaps that needed to be closed on frequently asked queries.
- Collaborated with other teams in iProov to address customer and partner queries that involve cross-functional team interaction.
Experience
7-10 Years
Level
Management
Education
Bachelor's Degree in Public Administration
Incident Coordinator Resume
Objective : As an Incident Coordinator, responsible for pointing references to business stakeholders whilst clearly communicating progress and improvement plansReport KPIs, Incident volume, and current incident trending, worked with senior team members to perform analysis of compliance vulnerabilities, worked with Business and IT teams to eliminate vulnerabilities, work independently or with senior team members to support internal and external audit-related activities.
Skills : Planning, Stakeholder.
Description :
- Worked with Change and problem management to ensure processes were well defined and provide feedback on service or process improvements.
- Interacted with Service Operation, Service Transition Managers, Program Manager, and client management to ensure compliance and execution of all ITSM processes.
- Worked with Netcraft to develop and maintain the process for detection and actions associated with the detection and takedown of phishing websites and emails.
- Provided incident coordination function to assist clients in managing tickets in the Archer/IT Service desk in relation to the services in scope.
- Prioritized resolution activities across multiple accounts with the assistance of the Managed Services lead.
- Identified, planned, and executed areas for Service Improvement
Monitoring the effectiveness of incident management and making recommendations for improvement.
- Followed up and worked with teams to ensure aging incidents were resolved quickly, and owned the incident management relationship with relevant external vendors.
Experience
2-5 Years
Level
Executive
Education
Bachelor's Degree in Public Administration
Incident Coordinator Resume
Objective : As an Incident Coordinator, reported required incidents in Healthicity, worked to improve the logistics process by identifying areas of opportunity which include, increasing efficiency and developing innovative solutions for logistical issues, and reviewed daily reporting to ensure the business is on target to meet and exceed outcomes.
Skills : Logistics, Developmental Skills.
Description :
- Supported and participated in audits where necessary, and managed all aspects of internal shipping-related escalations and needs.
- Responded to internal shipping escalations promptly (expedited shipping requests, reshipments), and identified orders pending shipment on a daily basis with appropriate follow-up and resolution.
- Performed patient outreach for confirmation of delivery, as appropriate, and documented all call information and data discovery according to operating procedures.
- Collaborated with the pharmacist team to resolve billing, clinical, and inventory inquiries received from external pharmacy partners.
- Provided routing information and shipping instructions to external pharmacy partners to ensure deliveries arrived on time and at the correct location.
- Confirmed routing and shipping information for all mail deliveries, keeping a meticulous record of shipments, including confirmation of delivery.
- Monitored and managed open patient and pharmacy-reported incidents quickly and decisively, and performed patient outreach to provide resolution according to operating procedures.
Experience
2-5 Years
Level
Executive
Education
Bachelor's Degree in Public Administration
Incident Coordinator Resume
Objective : As an Incident Coordinator, experienced in an operational technical role (application or infrastructure support), experienced in ITIL process concepts and execution, Incident Management, Problem Management, and Change Management, monitored the effectiveness of incident management and made recommendations for improvement, and also ensured a positive end-user experience throughout the incident resolutions lifecycle.
Skills : Consultant, Time Management.
Description :
- Prepared Daily/Weekly/Monthly incident and problem reports and communicated to all stakeholders, drove and coordinated (via conference calls and other mediums) internal EYC3 stakeholders, both on-shore & offshore as well as 3rd party suppliers in order to resolve incidents.
- Ensured Incident summaries such as Post Incident Reviews, and lessons learned are identified and actioned.
- Actively participated in IT Governance across all Managed Services accounts, consulted with businesses ensuring incident documentation (run books, usability, triage, technology SMEs required for restoration and other related content, on-call lists, acted as a production support stage gate) quality and timely updates based on post-incident review.
- Managed and delivered special projects related to continual service improvement, relationship management, metrics, process documentation, and tools.
- Experienced in creating process and procedure documentation, and obtained customer confirmation of issue resolution prior to closure of the incident.
- Provided named ownership for the Incident Management relationship (build a strong partnership with the business areas, and know the applications, experienced on ServiceNow projects desired.
- Facilitated and acted as the key IT representative for Crisis management and worked with the various stakeholders to identify business impacts and priorities.
Experience
2-5 Years
Level
Executive
Education
Bachelor's Degree in Crisis Management
