Incident Coordinator

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

Benefits offered by this job

Competitive compensation package

Medical & health benefits

RRSP matching

Job summary

Humankind Global Recruitment is seeking an Incident Coordinator to join a dynamic IT services team. You will lead incident management, coordinate initial responses, and act as the communications hub across Linux-based systems, networks, and cloud environments.

The role requires strong troubleshooting, scripting, and collaboration skills, with the ability to work in a fast-paced, shift-oriented environment. Competitive benefits are offered.

Qualifications

• Degree or technical certificate with two or more years of IT support or incident management experience.
• Experience with Unix/Linux and Windows Server environments is preferred.
• Familiarity with scripting for support tasks (Python or shell) is desirable.

Responsibilities

• Provide comprehensive incident management and initial troubleshooting for efficient resolution of incidents and requests.
• Act as the primary communications hub during events, using ChatOps (Slack/Teams) to engage stakeholders early in an incident.
• Handle incoming alerts and user reports: acknowledge, interpret, prioritize, document, investigate, resolve (or escalate), and notify.
• Support blameless Post-Incident Reviews (PIR) and assist in Root Cause Analysis.
• Ensure lower-priority incidents are monitored to prevent SLA breaches.
• Provide excellent customer service and technical reasoning to ensure satisfaction.
• Identify potential systems problems at OS, network, or infrastructure layers and coordinate swarming for resolution.
• Maintain transparent communication with stakeholders and align with incident response timelines.
• Support the Service Delivery Manager during Major Incidents by logging communications and following established protocols.
• Stay aligned with the IT change calendar to identify potential incident triggers.
• Perform related tasks as needed.

Skills

Unix/Linux proficiency

Scripting (Python or shell)

Networking fundamentals

Troubleshooting

Customer service

Communication

Blameless post-incident reviews

Team coordination

Education

Degree or technical certificate in IT

Tools

Slack/Teams ChatOps

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 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