IT Incident Coordinator & Communications Lead

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

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.