Major Incident Coordinator

Major Incident Management (MIM) Analyst / Coordinator

Role Overview

• Support end-to-end coordination, communication, and resolution of high-priority IT incidents.
• Work closely with technical teams, service owners, vendors, and stakeholders to ensure timely service restoration.
• Maintain accurate incident tracking and stakeholder communication during critical incidents.

Key Responsibilities

• Monitor, identify, and support management of major incidents based on business impact, urgency, and severity.
• Coordinate with infrastructure, application, service desk, resolver groups, and third-party vendors for incident resolution.
• Facilitate major incident bridge calls and ensure timely action tracking and accountability.
• Maintain accurate incident timelines, impact assessments, status updates, actions taken, and resolution details in ITSM tools.
• Communicate incident status, business impact, workarounds, and restoration updates to stakeholders.
• Escalate risks, delays, ownership gaps, and process deviations to senior incident managers or leadership.
• Support post-incident review (PIR) activities, lessons learned documentation, and root cause analysis (RCA) inputs.
• Ensure compliance with ITIL-based incident management processes, SLAs, escalation procedures, and communication standards.
• Identify recurring issues, process gaps, and improvement opportunities to reduce incident resolution time.