incident response coordinator

$74,880 - $76,960/Yr

Randstad - Beloit, WI

Full-time - Mid Level

Beloit, WI

Administrative and Support Services

About the position

The Incident Response Coordinator at Randstad is responsible for leading and managing the response to IT Operations incidents. This role involves overseeing the resolution flow of incidents from initiation to completion, ensuring that service level agreements (SLAs) are met. The position requires effective communication and coordination with response teams to facilitate a smooth incident management process.

Responsibilities

• Oversee incidents from open until resolution or escalation to major incident management, ensuring incident SLA standards are met.
• Support incident resolution progression by obtaining regular status reports from teams and ensuring timely updates on incidents.
• Coordinate and communicate with response teams during incidents, facilitating efficient and coordinated efforts.
• Escalate incidents to major incident management when necessary, ensuring a seamless transition of ownership for expedited resolution.
• Conduct post-incident reviews with teams to capture lessons learned and update knowledge base articles as appropriate.
• Manage and maintain application triage knowledge base articles, ensuring accuracy and best practices.

Requirements

• Bachelor's Degree in Computer Science or related field
• Minimum of 2 years of professional experience
• Experience analyzing, supporting, and troubleshooting complex enterprise applications and processes
• Excellent written and verbal communication skills
• Ability to communicate effectively with all levels of the organization
• Creative and persistently professional demeanor

Nice-to-haves

• ITIL Certification
• Project Management Certification
• Agile Knowledge
• Data Analysis

Benefits

• Health insurance
• 401K contribution
• Incentive and recognition program