Celer Soft LLC
Celer Soft LLC

Senior Major Incident Coordinator

• Posted 2 hours ago • Updated 1 hour ago
Full Time
Part Time
Fitment

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Job Details

Skills

  • ITSM
  • PATIENT CARE

Summary

Senior Major Incident Coordinator



Location: Remote



Job Summary



We are looking for a highly skilled and experienced Senior Major Incident Coordinator to manage major IT incidents end-to-end. The ideal candidate will play a critical role in minimizing business impact by rapidly restoring critical applications, services, and infrastructure during major outages or degradations. This role requires strong leadership, excellent communication, and the ability to coordinate across technical teams and stakeholders under pressure.



Key Responsibilities
  • Lead end-to-end management of all Major Incidents throughout their lifecycle, from identification to resolution and post-incident review.
  • Investigate and diagnose major incidents to restore failed applications or services within defined Service Level Agreements (SLAs).
  • Coordinate with Tier II and Tier III support teams, on-call resources, and third-party vendors to develop and execute effective remediation plans.
  • Assemble and lead cross-functional IT support teams during major incidents.
  • Identify, assess, and accurately document the business impact of incidents, including effects on critical applications, core infrastructure, providers, users, and patient care (where applicable).
  • Ensure timely and appropriate communication and status updates to key stakeholders and publish notifications within SLAs.
  • Link child incidents to the major incident record and notify the IT Service Desk of major incident occurrences.
  • Maintain a detailed, accurate timeline and comprehensive documentation for all major incidents, including post-incident reviews and outcomes.
  • Identify and document opportunities for improvement in Major Incident Management processes, policies, and procedures; review with ITSM Support Services team leads.
  • Provide input for enhancing the ServiceNow Incident Management application, including forms, modules, related lists, and automated notifications.
  • Actively participate in monthly Major Incident Management KPI review meetings capture action items, maintain notes, and ensure timely follow-up.
  • Create and update Knowledge Base (KB) articles related to Major Incident Management procedures and best practices.




Must-Have Skills & Competencies
  • Strong problem-solving skills with the ability to handle difficult, high-pressure, or unexpected situations effectively.
  • Proven ability to define problems quickly, generate viable solutions or workarounds, and drive service improvements.
  • Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
  • Strong interpersonal skills and the ability to foster collaboration across teams to achieve fast and effective incident resolution.
  • Demonstrated capability to command and control major incident activities while maintaining a calm, focused, and professional demeanor.
  • Highly detail-oriented, organized, and capable of prioritizing effectively in a fast-paced, reactive environment.
  • Ability to provide immediate, high-quality support in a demanding role with shifting priorities.






Preferred Qualifications
  • Prior experience in Major Incident Management, IT Service Management (ITSM), or Command Center operations.
  • Hands-on experience with ServiceNow Incident Management module.
  • Experience working in healthcare, managed services, or high-availability environments is a plus.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10319880
  • Position Id: OOJ - 2898-1899-1774892684
  • Posted 2 hours ago
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