Incident Coordinator

Conclusion Lifecycle; Portugal; Remote; EUR 32,000 - 46,000; Full time

Job summary

Conclusion Lifecycle is seeking an Incident Coordinator to join a Nearshore remote team serving international clients across Europe in a 24/7 IT environment. You will coordinate incident response, facilitate bridge calls, and ensure precise documentation and timely updates, collaborating with Incident Managers and technical teams.

The role emphasizes structured communication, SLA adherence, and ongoing improvement of incident management processes, with opportunities for career development and

Qualifications

• Experience in IT incident management or service operations.
• Proficient in ITSM processes and tools.
• Familiar with Major Incident Management practices.
• Highly organized with multi-team coordination.
• Excellent written and verbal English.
• Comfortable working in 24/7 environments.

Responsibilities

• Coordinate incident response activities as directed by the Incident Manager, ensuring teams and stakeholders remain aligned throughout the incident lifecycle.
• Facilitate incident bridge calls and support the engagement of the appropriate technical and operational teams.
• Track incident progress and maintain accurate timelines, updates, decisions and action items within ITSM tools.
• Prepare and distribute clear and timely status updates to relevant stakeholders.
• Support communication activities during Major Incidents, ensuring information is captured and shared consistently.
• Monitor compliance with agreed SLAs, escalation procedures and incident management processes.
• Follow up on post-incident action items, ensuring ownership is established and activities are tracked through to completion.
• Support incident trend analysis, operational reporting and continuous improvement initiatives.
• Contribute to improving the quality and effectiveness of Operating Centre and incident management processes.

Skills

Incident management

ITSM

SLA monitoring

Bridge-call facilitation

Stakeholder coordination

Documentation

Analytical thinking

English proficiency

Tools

ITSM tools

Job description

Conclusion Lifecycle is the Managed Services brand of Conclusion Iberia, focused on delivering long-term, scalable IT services across the full lifecycle, from build to run.

It brings together the Managed Services operation that was previously part of Neotalent Conclusion, with a clearer focus on lifecycle ownership, operational excellence, and long-term partnerships.

Conclusion Lifecycle also acts as the incubator for new lifecycle-based service offerings within Conclusion Iberia, supporting clients with sustainable, resilient, and continuously evolving digital solutions.

Find out more about us at Conclusion Lifecycle.

Role Overview

We are looking for an Incident Coordinator to integrate one of our Nearshore Teams working remotely for international clients accross The Netherlands, Germany and other European countries.

In this role, you will work closely with the technical teams, coordinating response activities, facilitating communication between stakeholders and ensuring accurate documentation throughout the incident lifecycle. Your work will contribute directly to the continuity and stability of critical IT services operating in a 24/7 environment.

What you will do

• Coordinate incident response activities as directed by the Incident Manager, ensuring teams and stakeholders remain aligned throughout the incident lifecycle;
• Facilitate incident bridge calls and support the engagement of the appropriate technical and operational teams;
• Track incident progress and maintain accurate timelines, updates, decisions and action items within ITSM tools;
• Prepare and distribute clear and timely status updates to relevant stakeholders;
• Support communication activities during Major Incidents, ensuring information is captured and shared consistently;
• Monitor compliance with agreed SLAs, escalation procedures and incident management processes;
• Follow up on post-incident action items, ensuring ownership is established and activities are tracked through to completion;
• Support incident trend analysis, operational reporting and continuous improvement initiatives;
• Contribute to improving the quality and effectiveness of Operating Centre and incident management processes.

What you are like

• Experienced in IT incident management, service operations or operational coordination, preferably within high-availability or mission-critical environments;
• Proficient in ITSM processes and tools, including incident tracking, escalation workflows, SLA monitoring and action management;
• Familiar with Major Incident Management practices, including bridge-call facilitation, stakeholder coordination and structured incident communication;
• Highly organised, with the ability to coordinate multiple teams, priorities and actions effectively during time-sensitive situations;
• A clear and professional communicator, comfortable engaging with Incident Managers, technical teams and business stakeholders;
• Detail-oriented, with a disciplined approach to maintaining accurate incident records, timelines and operational documentation;
• Comfortable working within structured SLA and escalation frameworks and supporting services operating on a 24/7 basis;
• Analytical and improvement-focused, able to contribute to incident trend analysis, reporting and post-incident activities;
• Calm and collaborative under pressure, with strong awareness of professional communication etiquette and the responsibilities of a coordinating role;
• Proficient in English for professional and technical communication in an international environment.
• Work on challenging projects for big clients
• Learn more about emerging technologies
• Possibility of working remotely
• Design your career plan
• Access to continuous training and certifications
• Evolve through our internal mobility program