Description

Role Overview

We are seeking 5 highly driven Incident / Problem / Change / Release Coordinators to join our growing Service Operations team.
This role is critical to ensuring operational stability across enterprise platforms. The selected candidates will take full ownership of incidents — from triage through resolution — coordinating across technical teams to drive timely fixes, minimize business impact, and ensure structured governance across ITIL processes.
If you are someone who thrives in high-visibility, high-accountability environments and can drive issues to closure with urgency and structure — we want to talk to you.

Key Responsibilities

Incident Management

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  Triage incoming incidents and prioritize based on impact and urgency
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  Take full ownership of incident lifecycle from detection to resolution
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  Coordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.)
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  Lead Major Incident bridges and stakeholder communications
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  Ensure SLA adherence and minimize downtime
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  Provide executive-ready status updates during critical incidents

Problem Management

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  Identify recurring incidents and drive root cause analysis (RCA)
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  Facilitate post-incident reviews
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  Track corrective and preventive actions to closure
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  Work with engineering teams to eliminate systemic issues

Change Management

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  Coordinate and review change requests
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  Ensure proper risk assessment and backout planning
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  Facilitate CAB meetings
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  Monitor change execution and manage change-related incidents

Release Coordination

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  Coordinate release schedules across multiple teams
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  Validate deployment readiness
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  Ensure proper communication before and after releases
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  Monitor post-release stability

Required Skills & Experience

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  5+ years in IT Operations / Service Management roles
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  Strong hands-on experience in:
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    Incident Management
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    Problem Management
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    Change & Release coordination
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  Deep understanding of ITIL framework (ITIL certification preferred)
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  Experience working in enterprise environments with cross-functional teams
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  Strong stakeholder communication skills (technical + business)
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  Ability to manage high-severity (P1/P2) incidents under pressure
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  Experience with ServiceNow or similar ITSM platforms
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  Strong documentation and reporting skills

Preferred Qualifications

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  Experience leading Major Incident bridges
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  Experience working in regulated or high-availability environments
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  Familiarity with DevOps / CI-CD release cycles
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  Exposure to cloud environments (AWS, Azure, GCP)
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  Experience driving SLA/SLO compliance