Incident Coordinator

Role Summary:

The Incident Coordinator is the frontline for managing all IT incidents affecting provided services. This position is responsible for the end-to-end lifecycle of incident tickets, from initial detection and logging through triage, coordination, and resolution. The Incident Coordinator ensures that all proactive and reactive incidents are managed efficiently, minimizing service impact and ensuring timely communication to all stakeholders. They also ensure seamless incident logging between and FIFA's systems.

Key Responsibilities:

Incident Reception & Logging: Act as the primary contact for all incoming incidents (proactive/reactive). Formally log and capture all required initial information accurately.

Triage & Prioritization: Perform initial assessment, triage, and prioritization (impact, urgency, severity per SLA). Assign incidents to appropriate technical resolution groups (e.g., Network Operations, Security, Service Desk).

Ticket Management & Coordination: Own the incident ticket lifecycle, ensuring active progress, preventing stalls, and tracking against SLA targets. Escalate as necessary and maintain clear, timely status updates.

ServiceNow Integration & Data Integrity: Responsible for accurately reflecting Customer incidents in FIFA's ServiceNow instance. Manually create, update, and manage tickets in ServiceNow if the automated integration is non-operational.

Stakeholder Interface & Collaboration: Act as a liaison between Customer's technical teams and other TCC members (FIFA staff, Engineers) to facilitate effective incident resolution.

Communication & Reporting: Act as a central point of communication for ongoing incidents, providing status updates to relevant stakeholders as required. Contribute to daily operational status reports, highlighting major incidents and their current status.

Functions:

Incident Reception & Logging

Triage & Prioritization

Ticket Management & Coordination

ServiceNow Updates & Data Integrity

Collaboration of Cross Matrix Support Teams

Communication & Reporting

Qualifications & Skills

Experience:

Proven experience in an IT Operations, service desk, or Network Operations Center (NOC) environment.

Direct experience with IT Service Management (ITSM) ticketing systems is required; strong proficiency with ServiceNow is highly preferred

Experience in a fast-paced, high-pressure environment, such as for a major public event, is a significant advantage.

Skills & Knowledge:

Solid understanding of ITIL principles, particularly in the area of Incident Management

Excellent communication skills (both written and verbal), with the ability to be clear and concise

Strong analytical and problem-solving skills with a high attention to detail

Ability to multitask, prioritize, and manage time effectively under pressure

A proactive and collaborative team player with a strong sense of ownership