Remote Incident Coordinator — 24/7 IT Ops & Growth

Conclusion Lifecycle; Portugal; Remoto; EUR 32.000 - 46.000; Tempo integral

Resumo da vaga

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Incident management

ITSM

SLA monitoring

Bridge-call facilitation

Stakeholder coordination

Documentation

Analytical thinking

English proficiency

Ferramentas

ITSM tools

Descrição da vaga

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