Major Incident & Service Desk Coordinator

CloudTen Technologies Limited; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

CloudTen Technologies Limited is seeking an Incident Response Coordinator to coordinate customer-facing responses to major incidents across operations, engineering and service teams. The role focuses on maintaining clear timelines, providing timely updates to customers and internal teams, and supporting post-incident reviews to drive learning and closure.

The ideal candidate will keep customer impact at the forefront, document follow-up actions, and help ensure all incident activities are

Qualifications

• Organize response activity involving multiple teams.
• Communicate clearly during time-sensitive service disruptions.
• Keep accurate timelines and follow-through records.
• Maintain attention to customer impact throughout incident handling.

Responsibilities

• Coordinate incident response across operations, engineering and service functions.
• Maintain a clear timeline of incident events and response actions.
• Share timely, understandable updates with affected customers and relevant teams.
• Track follow-up actions after incidents and help ensure they are completed.
• Support post-incident review and communication.

Job description

Role overview

Coordinate customer-facing response to major incidents, working across operations, engineering and service teams. The role keeps incident activity organized through clear timelines and communications, then follows up to support learning and completion after the incident.

Responsibilities

• Coordinate incident response across operations, engineering and service functions.
• Maintain a clear timeline of incident events and response actions.
• Share timely, understandable updates with affected customers and relevant teams.
• Track follow-up actions after incidents and help ensure they are completed.
• Support post-incident review and communication.

Requirements

• Organize response activity involving multiple teams.
• Communicate clearly during time-sensitive service disruptions.
• Keep accurate timelines and follow-through records.
• Maintain attention to customer impact throughout incident handling.