Incident Coordinator

ALOIS UK; Województwo pomorskie; On-site; PLN 180,000 - 300,000; Full time

Job summary

ALOIS UK is seeking a Major Incident Coordinator (SME) to oversee and coordinate major incidents, ensuring timely restoration of critical services. The role requires hands-on leadership of MIM calls and cross-functional collaboration across teams to manage complex incidents.

The ideal candidate will have 6-8 years in Incident Management, strong ITIL knowledge, outstanding communication skills, and the ability to perform in a fast-paced, high-pressure environment.

Qualifications

• Experience in Incident Management or Major Incident Management (6-8 years).
• Hands-on chairing MIM calls and leading incident bridges.

Responsibilities

• Coordinate and manage Major Incidents to restore critical services.
• Lead MIM bridge calls across multiple teams.
• Act as central point of coordination and communication during major incidents.
• Escalate and engage technical teams and stakeholders as needed.
• Track progress, actions and recovery activities until resolution.
• Coordinate cross-tower incidents across infrastructure, application and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and continuous improvement initiatives.
• Maintain incident documentation, reporting and process compliance.
• Collaborate with Service Desk, Problem, Change and Release Management.

Skills

ITIL Incident Mgmt

Major Incident Mgmt

Stakeholder management

Bridge calls facilitation

Cross-functional coordination

Job description

Job title:

Major Incident Coordinator (SME)

Duration

06 months initially

Key Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of critical business services.
• Lead and facilitate Major Incident Management (MIM) bridge calls involving multiple support teams.
• Act as the central point of coordination and communication during major incidents.
• Ensure appropriate escalation and engagement of technical teams and stakeholders.
• Track incident progress, action items, and recovery activities until resolution.
• Manage cross-tower incidents and coordinate efforts across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and contribute to continuous improvement initiatives.
• Maintain incident documentation, reporting, and process compliance.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams as required.

Key Requirements

• 6-8 years of experience in Incident Management or Major Incident Management.
• Strong knowledge of ITIL Incident Management and Major Incident Management processes.
• Proven experience as a Major Incident Coordinator with hands-on experience chairing MIM calls.
• Experience managing complex cross-functional and cross-tower incidents.
• Good understanding of Service Desk operations and escalation management.
• Strong stakeholder management and communication skills.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Strong organisational, coordination, and problem-solving skills.
• Knowledge of Problem Management, Change Management, or Release Management is an advantage.
• ITIL Foundation certification is preferred.