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Incident Coordinator

RESPONSIBILITIES:
  • Performs the basic duties of the Incident Coordinator role with a heavy focus on high and critical incidents
  • Participates in discussions with colleagues, clients, technical advisors and managers to explain issues of a technical nature or to resolve technical issues
  • Maintains knowledge of trends and developments in IT Service Management operations and practices
  • Accountable for the incident record throughout its lifecycle (incident detection, diagnosis, repair, recovery, restoration and resolution) according to the approved Incident Management (IM) process
  • Onsite authority for incident escalation during the incident lifecycle and performsincident escalation according to approved escalation framework when necessary
  • Escalates Critical priority incidents to the Major Incident Coordinator Authority for assessment and determination of incident priority
 
QUALIFICATIONS:
  • Have a minimum of 2 years’ experience in Information Technology.
  • Have a minimum of 2 years’ experience using an Information Technology Service Management (ITSM) ticketing tool or similar ticketing tool
  • Have strong communication skills
  • Have good knowledge of the IT Infrastructure Language (ITIL) processes and procedures
  • Must hold government of Canada Reliability level clearance, WITH eligibility for Secret
 
 DURATION:  4 Months + Possible Extension
 
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