Incident Coordinator

Humankind Global Recruitment; Halifax; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Medical & health benefits

RRSP matching

Competitive compensation package

Job summary

Humankind Global Recruitment is seeking an Incident Coordinator in Halifax, Canada. The role involves owning initial incident responses, triaging alerts, and coordinating with Tier-2/3 teams to resolve issues promptly.

You will interact with Linux-based environments, apply problem-solving skills, and communicate clearly with stakeholders to minimize business impact. A shift-based schedule and strong IT fundamentals are expected.

Qualifications

• Degree or technical certificate in IT or related field.
• 2+ years IT support or incident management experience.
• Experience with Unix/Linux and basic scripting.

Responsibilities

• Provide incident management and initial troubleshooting for incidents and requests.
• Serve as the communications hub during events using ChatOps to engage stakeholders.
• Acknowledge, prioritize, document, investigate, resolve or escalate incidents.
• Support Post-Incident Reviews and Root Cause Analysis.
• Monitor lower-priority incidents to prevent SLA breaches.
• Maintain transparent stakeholder communication and workflows.
• Coordinate swarming with Tier-2/3 teams for complex resolutions.
• Assist the Service Delivery Manager during Major Incidents.

Skills

Incident management

IT support

Unix/Linux

Scripting (Python / Bash)

Networking basics

Communication skills

Problem-solving

Shift work

Education

Degree or technical certificate in IT

Tools

Slack/Teams

ITSM platforms

Job description

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 ChatOps 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 ChatOps (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 escalation), 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.