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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 Secret Level II clearance    DURATION:  6 Months + Possible Extension to March 2022
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