Incident Coordinator Resume Sample

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Brannon Fay
67059 Herzog Meadows,  Phoenix, AZ
+1 (555) 601 6087

Work Experience


Incident Coordinator
12/2016 - PRESENT
Boston, MA
  • Written communications for Major Incidents
  • Keep dashboards and notes up to date for Major Incidents
  • Be able to lead calls, facilitate Major Incidents
  • Gather items to Onboard into the EOCC
  • Lead onboarding operations into the EOCC
  • Excellent written communications during active Major Incidents to stakeholders and affected users
  • Quickly make adjustments to communications during high stress situations
Account Incident Coordinator
08/2009 - 08/2016
New York, NY
  • Keeping dashboards and notes up to date during active Major Incidents
  • Be able to lead calls, facilitate Major Incidents when needed
  • Manage, maintain, and contribute to reports of technology partners
  • Gathers data from Service Now for analytical purposes
  • Lead operational improvement efforts through personal projects
  • Creation of reports for playbook/process status
  • Daily review of all incidents and identify repeat incidents or problem areas that need attention
  • Daily/weekly/Monthly incident and problem reports
  • Manage critical or high priority incidents to resolution and ensure that post mortems are documented and tracked to closure and root cause has been identified

Education


York University
2004 - 2009
Bachelor's Degree in Computer Science

Professional Skills


  • Communicate with a large group of business personnel, IT support, and executive leadership using technical writing and verbal communication skills
  • Diplomacy, positivism and patience are also key soft skills for that role
  • Experience of operating in a diverse global environment with both internal and 3rd Party/ external resources
  • Experience working with technical IT teams
  • Experience of working within ITIL (or equivalent) environment
  • Demonstrated ability to lead and influence through expertise, relationship building, and value delivery
  • Experience working in a global service desk or equivalent environment

How to write Incident Coordinator Resume

Incident Coordinator role is responsible for troubleshooting, mainframe, training, database, security, software, events, insurance, telecom, reporting.
To write great resume for incident coordinator job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Incident Coordinator Resume

The section contact information is important in your incident coordinator resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Incident Coordinator Resume

The section work experience is an essential part of your incident coordinator resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous incident coordinator responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular incident coordinator position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Incident Coordinator resume experience can include:

  • Strong proven skills in interacting with a demanding customer-focused service delivery organization
  • Demonstrated experience in Defect / Incident Management
  • Hands-on experience working with Incident/Problem management and ticketing system tool
  • General good understanding of networking
  • Experience of working in a dynamic and fast paced environment
  • Solid understanding of security, privacy and compliance fundamentals

Education on an Incident Coordinator Resume

Make sure to make education a priority on your incident coordinator resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your incident coordinator experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Incident Coordinator Resume

When listing skills on your incident coordinator resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical incident coordinator skills:

  • Work independently and with a team, with strong communication and interpersonal skills
  • Communicate effectively by using dashboards, power points, and reports
  • Demonstrated experience of Test Tools usage (QC / JIRA)
  • Demonstrated industry Incident / Major Incident Response experience
  • Work effectively with multiple organization and individuals at all levels
  • Proven understanding of infrastructure technologies (Intel/Unix, Servers, Middleware, Email and Messaging Services and Networking, etc)

List of Typical Experience For an Incident Coordinator Resume

1

Experience For IT Incident Coordinator Resume

  • Demonstrates a working knowledge of various Client technologies
  • Related work experience as a Major Incident Manager
  • Identify, log, categorise, and prioritise incidents
  • Identifying ways to reduce the cost associated with Outages while increasing the availability of Core/Critical Systems
  • Establishing the capabilities to facilitate resolution of the Critical/Major Incident to restore service as rapidly as possible to the user base
  • Team player who can work well with members of the team as well as many teams in the organization on a consistent basis during high pressure incidents
  • Manage Critical/Major incidents affecting CompuCom’s client’s technology systems and environments
  • Working in a process-driven environment
  • High-level knowledge of Windows, UNIX, Linux, operating systems, mainframe, networks and backend infrastructure
2

Experience For Account Incident Coordinator Resume

  • An understanding of Service Level Agreements / Operational Level Agreements and their application
  • 401K with matching
  • Timely incident communication to all stakeholders
  • Ensure KPI’s are well defined and are tracked on a daily/monthly/quarterly basis
  • Key Incident representative for applications and services hosted in Canada
  • Ensure SLA are well defined and accurately measured
  • Review and perform analysis of CompuCom’s Incident procedures and policies for accuracy, completeness, and adherence to global standards
3

Experience For Major Incident Coordinator Resume

  • Technical understanding in a variety of hardware, software and operational platforms: Mainframe, Windows Server, Networking equipment, proprietary and open source UNIX varieties, iSeries, HP Non Stop, Storage, Virtual, Cloud, Production Batch Cycles
  • Knowledge of industry relevant technology {i.e. Cloud}
  • Support and promote ITSM framework amongst teams and the wider IT organization LI-MK1
  • Act as an escalation point to expedite incident and problem resolution
  • Analytical and troubleshooting skills. Ability to multitask as priorities change with a highly analytical and critical thinking approach to problems and incidents
  • Individual with a broad knowledge of technology, service technologies, and systems
4

Experience For Incident Coordinator Resume

  • Write technical documentation, including root cause documents, which summarize incidents & problems and provide corrective actions necessary to ensure there is not recurrence
  • Collaborate with the Incident and Problem Manager to establish and document incident management processes, standards, and policies
  • Ensure the resolution of incidents and raise problem tickets if required
  • Flag and escalate major incidents to service owners within the IT towers or within the Core ERP CoE group
  • Liaise with the service owners to resolve incident escalations
  • Manage third party providers through the resolution of critical incidents associated with services they deliver
  • Monitor, analyse, and report on incident trends, and hold reviews to deliver service feedback to service owners
5

Experience For IT Incident Coordinator Resume

  • Produce appropriate management information to report incident management performance
  • Solid experience of fulfilling customer needs and providing incident resolution support to our high value corporate customer in a ITIL rich ICT / Managed Services environment based on an on-call roster
  • Professional experience in the IT/Card Industry
  • Well organised multitasker, able to work under pressure and manage priorities
  • Strong customer etiquette (Understands what makes clients happy)
  • Follow up on day-to-day incidents from start to resolution
6

Experience For Account Incident Coordinator Resume

  • Liaise between client/user and support teams and vendor
  • Create problem records for all Severity 1 and 2 incidents to find the root cause, determine the possible improvements and proactive measures
  • Conduct Problem Review meetings, take minutes, distribute minutes and follow up on all action items to resolution
  • In some instances initiate the incident record (power outages, etc.) and follow up to resolution
  • Escalate the incidents to all support groups and identified vendors and follow up to resolution
  • Coordinate response actions across multiple internal and external organizations
  • Prepare executive communications which provide consistent and timely updates to key stakeholders
  • Design, document and utilize streamlined processes that are both repeatable and scalable
7

Experience For Major Incident Coordinator Resume

  • Accurately and consistently record incident data in case management system
  • Conduct a rigorous post-mortem process that identifies and communicates key findings to relevant parties
  • Drive execution and resolution of major incidents within the Incident Management Console
  • Expert knowledge of the ServiceNow ITSM platform
  • In depth knowledge of Incident reponse Processes
  • Coordinate with other team members and/or departments to solve problems, support and coordinate the implementation of identified resolutions
  • Follow established process and procedures and create processes and procedures as needed
  • Partner with escalation resources to resolve Incidents and follow-up for problem resolutions
  • Identify potential problems and raise problem requests for consideration
8

Experience For Incident Coordinator Resume

  • Retrospective analysis of Incidents, trends or correlation between Incident activity and other
  • Use technical knowledge to evaluate problem tickets and coordinate within service level agreement timeframes, and as needed escalate to appropriate support personnel
  • Work with internal and external customers to gather more information about problems and coordinate with assigned resources
  • Knowledge of corporate toolsets such as Remedy and ServiceNow
  • 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
9

Experience For IT Incident Coordinator Resume

  • Author/Distribute Reason for Outage Documents
  • Interface with Problem Management
  • Participate with maintenance of escalation information and associated documentation
  • Make sound judgments in a fast-paced environment
  • Prepare Daily/Weekly/Monthly incident and problem reports and communicate to all stakeholders
  • Be the single-point of contact for all incidents and major outages across EYC3 Managed Services clients
10

Experience For Account Incident Coordinator Resume

  • Drive and co-ordinate (via conference calls and other mediums) internal EYC3 stakeholders, both on-shore & offshore as well as 3rd party suppliers in order to resolve incidents
  • Ensure Incident summary such as Post Incident Reviews, lessons learned are identified and actioned
  • Be accountable for the achievement of all incident related service level metrics
  • Identify areas for technology improvement based on Incident Activity; actively participate in strategic technology forums as required
  • Actively participate in IT Governance across all Managed Services accounts
  • Consult with Business(s) ensuring incident documentation (run books: usability, triage, technology SME's required for restoration and other related content, on-call lists, etc.; acts as a production support stage gate) quality and timely updates based on post incident review
  • Manage and deliver on special projects related to continual service improvement, relationship management, metrics, process documentation and tools

List of Typical Skills For an Incident Coordinator Resume

1

Skills For IT Incident Coordinator Resume

  • Very good understanding of Incident Management, Problem Management and Change Management processes
  • Experience in IT/Services Engineering
  • Experience creating process and procedure documentation
  • Certification in and commitment to service management best practice as defined by ITIL or experience of working in such an environment is an asset
  • Commands respect for knowledge, experience and excellence within the specific area of Major Incident Management
  • Obtain customer confirmation of issue resolution prior to closure of incident
  • Incident Management experience
  • Experience in Situation Management required
2

Skills For Account Incident Coordinator Resume

  • Hands-on experience and knowledge of ServiceNow
  • Direct IT work experience in a support role
  • Demonstrated application of Test Methodologies
  • Provide named ownership for the Incident Management relationship (build a strong partnership with the business areas, and know the applications
  • Experience on ServiceNow projects desired
  • Facilitate and act as the key IT representative for Crisis management and work with the various stakeholders to identify business impacts and priority
  • Applicable experience within professional services organization
  • Experience in an operational technical role (application or infrastructure support)
  • Experience in ITIL process concepts and execution: Incident Management, Problem Management, Change Management
3

Skills For Major Incident Coordinator Resume

  • Monitor effectiveness of incident management and make recommendations for improvement
  • Ensure a positive end-user experience throughout the incident resolutions lifecycle
  • Lead investigations of multiple high-priority incidents across the security, privacy, HR and legal organizations
  • Incident response experience in a large organization, specifically in the information security and/or privacy space
  • Effective communication regardless of audience or medium
4

Skills For Incident Coordinator Resume

  • Demonstrated ability to rapidly learn and understand new technology products and services
  • Strong knowledge of enterprise level technologies and incident and problem management
  • Prioritise incidents with a potential to progress to a major incident
  • Triaging and correcting client incident severity levels as per established testing methodology
  • Scheduling and chairing daily incident review calls with Project teams and Client Project teams
  • Reviewing and ensuring the accuracy and correctness of performed root cause analysis
5

Skills For IT Incident Coordinator Resume

  • Producing reports using agreed metrics and KPIs
  • Reporting tools/graphs (Crystal, Westbury )
  • Working with ITIL Processes
  • Understanding of ITIL process concepts: Incident Management, Problem Management, Change Management, Release Management
  • Performing root cause assessment, correction and synchronization between all involved parties
  • Managing severity 1 and 2 incidents by means of
  • Working knowledge of privacy regulations
  • Reporting to LM UK with regards to the delivery of lower level incidents
6

Skills For Account Incident Coordinator Resume

  • Help in the trouble shooting or problem solving activity
  • Client facing (as required) during an incident or for Post Incident Reviews
  • Produce training, communication, and marketing materials
  • A thirst for learning and a thorough understanding of Incident Management approaches; &
  • Business Analytics / SQL Reporting
  • Enterprise Level Systems Monitoring
  • Work 24x7 during on-call cycle (weekly rotation/full rotation every 6 weeks)
  • A fast paced environment at times, requiring quick responses to issues
7

Skills For Major Incident Coordinator Resume

  • Office environment with extended periods of sitting and extended use of computers
  • Supports a 24/7 operation including holidays, nights and weekends
  • Receive Incidents via all channels: Ticketing systems, email, phone call
  • Take ownership of incidents to deblock the fixing if coordination between different teams is needed
  • Inquiry attitude and desire to follow through until solving the incident
  • Maintain composure during high situations
  • Assist Major Incident Handling Process
8

Skills For Incident Coordinator Resume

  • Performs Major incident monitoring, analysis, content development, and maintenance
  • Knowledge of ITIL Best practices and working knowledge on Incident Management tools eg., Service Now, Remedy etc
  • Drive the number of outstanding Managed Services incident tickets down
  • Provides direction and coaching to other IT Technology groups
  • Reduce the number of repeat incidents/problems by reviewing KPI’s and SOP’s
  • Service catalogue review and update for new and existing services
  • Provide leadership, ownership, and manage Major Incident bridges according to Service Level Guidelines
  • Ensure all Major Incident Process guidelines are followed and all Service Level Guidelines are met during Major Incidents
  • Ensure adherence to incident management processes and procedures, and provide guidance and coaching to Incident Management Analysts as needed
9

Skills For IT Incident Coordinator Resume

  • Participate in problem resolution as needed following escalations of incidents
  • Conduct and provide major incident reviews including lessons learned and root cause analysis
  • Communicate with stakeholders and end-users during major incidents, and ensure a consistent feedback of impact and progress to resolution
  • A “can-do, nothing is too hard” attitude and mindset
  • Daily data monitoring and analysis
10

Skills For Account Incident Coordinator Resume

  • Recommend appropriate counter measures or mitigating controls based on findings from incidents and investigations
  • Coordinate specific activities with stakeholders such as legal, PR, customer support, during incidents and investigations
  • The ability to multi-task to ensure the quick resolution to high impacting system outages
  • Perform trending and analysis to understand user behaviour and identify opportunities to shift the channel from voice and email to the end user portal
  • Proactively monitor incidents and reoccurring incident types to prevent major incidents
  • Service Management activity, e.g. correlating Changes and Incidents for lower level incidents
  • Possesses a customer-first mentality to encourage collaboration and quick resolution of incidents

List of Typical Responsibilities For an Incident Coordinator Resume

1

Responsibilities For IT Incident Coordinator Resume

  • Create and maintain Standard Operating Procedures (SOP) for Incident Management and the Service Desk
  • Paid professional development for all employees
  • “Work hard, play hard” culture
  • Work with awesome, like-minded people in a dedicated cyber security company
  • Problem Management high level knowledge
  • IT Security in depth knowledge
  • Show ownership in your day to day job
  • Coordinate Major Incident status with Service Desk and follow major incident to resolution
  • Coordinate with all of the stakeholders (components, telecom and IT service providers, other NOCs, other SOCs, etc.) all of the activities associated with the problem description, the potential solution avenues for the problem, and then the final problem solution
2

Responsibilities For Account Incident Coordinator Resume

  • Utilize ITIL/IT Service Management best practices to identify and analyze patterns and trends from a variety of data sources
  • Analyze root cause, known errors, and track resolution and corrective actions to ensure the root cause does not reoccur
  • Support Program and Project Managers in the collection, interpretation, and monitoring of metrics and events, including but not limited to MTTR, ticket counts, # escalations
  • Work 24x7 in a rotational on call schedule (1 week on call every 6 weeks)
  • Work independently and creatively coordinate internally or externally on technical issues
3

Responsibilities For Major Incident Coordinator Resume

  • 2 – 3 years in Incident Coordination or event management in large and complex enterprise environments
  • 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
  • Proven customer support experience in a large scale and diverse environment, with a particular emphasis on the use of incident or problem management processes, escalation procedures and related disciplines
  • Knowledge and use of helpdesk management software
  • ISEB/ISTQB Certification or equivalent
  • MS Office Suite (Word, Excel, Power Point, Outlook Calendar, Project, Internet Explorer, and Access), and Adobe Reader, MS SharePoint
  • Identify and log incidents, provide full details and issue description
4

Responsibilities For Incident Coordinator Resume

  • Classify the issue and provide initial support
  • Investigate and diagnose incident
  • Resolve and recover service, provide full details of issue resolution
  • Contribute to the Incident Management process, and documentation
  • Work with vendors and 3rd parties to have clear processes and procedures
5

Responsibilities For IT Incident Coordinator Resume

  • Create root cause analysis summaries (RCA) when required
  • General security technical background
  • Knowledge of security concepts like firewalls, anti-virus, anti-malware, identity management, access management, proxy, Web application firewalls, Active directory, LDAP, certificates, vulnerability, patch
  • Structure the work
  • Interact with technical people to explain them why to fix incidents rapidly
  • Some longer than normal workdays/workweeks
  • Coordinate different groups and people in both business and IT
6

Responsibilities For Account Incident Coordinator Resume

  • Able to effecitely work with executives to provide timely updates and summary
  • Prioritise incidents, escalate to service owners or third party providers, manage stakeholders, and minimise disruption on business or IT operations in a short time frame
  • Determine the impact of incidents on business function and IT operations
  • Management of WSUS and patch Management
  • Backup and Restore & Performance Optimization
  • Knowledge of ITIL v3 best practices
  • Proficiency with MS Office Suite and Visio
7

Responsibilities For Major Incident Coordinator Resume

  • Microsoft products (word, excel, power point,)
  • Proficiency with Microsoft Office (Word, Excel, and PowerPoint) applications and common office software applications
  • Delivery mostly in UK, Service Desk in UK
  • UK business hours 09:00-17:00
  • Security clearance/data protection process in place for each applicant (ID, criminal record, job certificate)
8

Responsibilities For Incident Coordinator Resume

  • ITIL V2/V3 certification
  • Post Mortem Activities
  • 3 weeks paid vacation
  • Company paid medical benefits
  • Social events – happy hours, hackathons, conferences, etc
9

Responsibilities For IT Incident Coordinator Resume

  • Remote work possible
  • Customer Own toolset
  • Facilitate formal Service Improvement Programs, process training, review, improvements and issue resolution. Endure ITIL best practices are being followed; understand what's working or not working; breakdown in process internally/externally is identified; socializing improvements across the enterprise and facilitate the end-to-end ultimate resolution; resource engagement

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