Incident Communications Management Coordinator

Peraton; Reston (VA); Remote; USD 70,000 - 90,000; Full time

Job summary

A technology services company is seeking an Incident Communications Management Coordinator to manage incidents and communicate with clients effectively. This role requires strong analytical and problem-solving skills, excellent communication abilities, and experience in IT service management. The position is fully remote and involves critical incident management responsibilities.

Qualifications

• Bachelor's degree and 5 years of experience OR 9 years of experience and a HS Diploma/equivalent.
• Understanding of IT Service Management Tool (Service Now).
• Professional communication skills both written and verbal.

Responsibilities

• Provide an overview of IT and application infrastructure during incidents.
• Manage incident queues and escalate as necessary.
• Ensure effective management of incidents with minimal impact on customer service.

Skills

Problem solving

Analytical skills

Time management

Organizational skills

Critical thinking

Oral communication

Written communication

Education

Bachelor's degree and 5 years of experience

HS Diploma/equivalent and 9 years of experience

Tools

Service Now

Operations Bridge Manager

MS Office (Word, Excel, Outlook, PowerPoint, Teams)

Job description

Incident Communications Management Coordinator

We are HIRING! Our FRB Program is looking for an Incident Communications Management Coordinator. The qualified candidate will join a diverse and high performing team. This position is 100% remote with On Call responsibilities managing incidents. An Incident Manager needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. An Incident Manager will be an effective team player and leader who can work independently when necessary.

What will you do:

• Provide an overview of IT infrastructure (e.g. servers, network), application infrastructure (e.g. SAP), and related services (e.g. Business Continuity) throughout the lifecycle of an incident in accordance with contractually established terms and conditions and established technical standards.
• Works with the key customers and/or internal businesses/end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager).
• Ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact on customer service
• Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are resolved timely
• Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 24/7/365 basis
• Conduct continuous process improvement for the Incident Management Life Cycle and Incident Postmortem process
• Work with team members to facilitate the solution of complex problems with information technology software and hardware
• Handling the incident communications for all high priority incidents. Utilizing escalation tools to facilitate client communications of these incidents
• Verification of Major Incident notification messages to ensure completeness & correctness of the information being sent to the customer
• Maintaining incident logs and processing incident reports for review with upper management
• Developing/maintaining technical and process documents for the Incident Management Team.
• Collaboration with Service Desk Agents who work closely with the incident management staff
• Participate in Quarterly Disaster recovery exercises on weekends as the assigned incident manager.
• Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends
• Establish relationships within the organization and being able to fully support any critical incident as required during high-profile events within the organization.
• Utilize change management reports during a high priority incident to validate if incident could be caused by change.

Qualifications

Required Qualifications:

• Bachelor's degree and 5 years of experience OR 9 years of experience and a HS Diploma/equivalent
• Understanding of IT Service Management Tool (Service Now)
• Understanding of event management activities. Having prior experience with different event management tools (i.e. Operations Bridge Manager)
• Proficient with MS Office: Word, Excel, Outlook, PowerPoint and MS TEAMS
• Experience with incident/problem management tool set
• Professional communication skills both written and verbal
• Must be a US Citizen
• Must be able to obtain and maintain the required agency clearance

Preferred Qualifications:

• ITIL Foundations Certification

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.