3rd Shift Major Incident Coordinator

  • eXcell,
  • Fort Mill, SC
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C2H W2, C2H Independent, 5+ mos
Work from home not available Travel not required

Job Description

Did you know that Gartner positioned eXcell as a Leader in its Magic Quadrant for End User Outsourcing? Come work for the leader today!

* * * We are looking for 2 Night Shift Major Incident Coordinators for a 24/7 operation. * * *

Schedule will be 12-hour shifts 4 days on, 3 days off; then 3 days on, 4 days off every two weeks.

Holidays are mandatory if it falls on a scheduled shift.

* * * Contract to Hire Opportunity * * *

The Major Incident Coordinator will be a member of a dynamic team. S/He is responsible for driving all activities related to the resolution of Critical / Major Incidents. The Incident Coordinator's primary responsibility is to facilitate service restoration activities for Critical / Major Incidents across multiple service industries and multiple support organizations. The individual will need to have the ability to "Command and Control technical conference bridges, maintaining focus on ensuring restoration of the impacted service as quickly as possible to minimize client impact. S/He will contribute to process improvement initiatives associated with the Service Offering and interface with Problem Management to identify ways to minimize or prevent the likelihood of a similar or like outage for reoccurring in the future.

Overview: The Major Incident Coordinator is responsible for leading, interfacing, communicating, and facilitating the resolution of business or service impacting incidents for multiple clients across multiple service industries. S/he is responsible for understanding the customers' business and the associated critical services, while developing a solid understanding of those services across the environment. This role is also responsible for drafting and distributing Reason for Outage documents associated with the service disruptions with minimal oversight. The Incident Coordinator is expected to use business / technology knowledge to rapidly execute the Mean Time to Resolve (MTTR) associated with those service disruptions.

Daily Tasks include:

  • Establishing the capabilities to facilitate resolution of the Critical / Major Incident to restore service as rapidly as possible to the user base

  • Management of Critical / Major Incidents affecting CompuCom's client's technology systems and environments

  • Ensuring that the appropriate communications are sent to senior management and other stakeholders, keeping them advised of the incident resolution progress and of the client impact

  • Authoring / Distributing Reason for Outage Documents

  • Making decisions required to reduce client impact

  • Identifying ways to reduce cost associated with outages while increasing the availability of Core / Critical Systems

  • Post Mortem Activities

  • Interfacing with Problem Management

  • Participation with maintenance of escalation information and associated documentation


  • 2-3 years in Incident Coordination or event management in large and complex enterprise environments

  • 1 year in Major Incident Coordination

  • 2-3 years technical experience - preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization

  • 2-3 years working in a process-driven environment

  • Strong proven skills in interacting with a demanding customer focused service delivery organization

Education / Training:

  • University undergraduate BS / BA degree preferred (or equivalent work experience)

  • ITIL v3 Certification(s) (ITIL Foundations preferred)

  • Microsoft certifications a plus


  • Command and Control

  • Accountability

  • Dependability

  • Critical thinking

  • Exceptional attention to detail

  • Excellent telephone, oral communication skills, strong verbal and written English

  • Strong interpersonal & relationship building

  • Ability to learn and develop quickly

  • Deductive reasoning

  • Problem solving

  • Active listening

  • Strong customer etiquette (understands what makes clients happy)

  • Confidence to act with decisiveness on critical decisions

  • Sound judgment in a fast-paced environment

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell Supports Equal Employment Opportunity** eXcell , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

Posted By

Janae Laury

Company Information

eXcell™ started out as Excell Data back in 1991 in Bellevue, Washington and rapidly grew as a privately held IT professional services firm. We were acquired by CompuCom in 2001. Our culture is passionate, collaborative and results-oriented. We pride ourselves on our long standing customer and associate relationships which have been the foundation of our continued success.
Dice Id : excell
Position Id : 19-00494

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