About this role
Senior Major Incident Coordinator responsible for end-to-end major incident management in healthcare IT, coordinating Tier II/III support, vendors, and on-call resources to restore services within SLAs. Requires ITIL4, ServiceNow, and PagerDuty expertise with strong communication to stakeholders.
Key Responsibilities
- End-to-end management of all major incidents throughout their lifecycle
- Coordinate with Tier II and Tier III IT Support Teams to define remediation plans
- Communicate updates to stakeholders and publish notifications within SLAs
- Maintain an effective Timeline and post-major incident reviews
- Create/update KB articles for Major Incident Management documentation
Technical Overview
Technical scope includes IT service management, incident lifecycle, KPI reporting, post-incident reviews, and knowledge base creation within a healthcare context using ServiceNow and PagerDuty.
Ideal Candidate
The ideal candidate is a senior ITSM professional with 5+ years coordinating major incidents in healthcare, strong ITIL4 knowledge, and hands-on ServiceNow and PagerDuty experience.
Must-Have Skills
Problem-solving skills and demonstrate the ability to handle difficult or unexpected situations. Including the ability to define the problemgenerate alternate solutions or workaroundsand evaluate and document the service improvement plans.Excellent verbal and written communication skills.Exhibit strong interpersonal skills and foster team and cross-functional collaboration with other teams to resolve major incidents quickly and effectively.Demonstrate strong verbal and written communication capability to clearly and accurately communicate audience-appropriate technical issues and related activities to ITthe businessand end-users.Demonstrate a competent ability to provide immediate support in a demanding rolecommanding and controlling major incident activitiesmaintaining a calm demeanor with focused engagement.Detailed-orientedorganizedand able to prioritize work in a fast-pacedreactive role.
Nice-to-Have Skills
ITIL4 Certified with skilled knowledge of the Incident Management Practice GuideSkilled experience with the ServiceNow cloud computing platform for IT Service Management.Experience with the PagerDuty cloud computing SaaS incident response platform.Minimum 5 years of experience coordinating and driving Major Incident restoration activities.Ability to work rotating shifts and/or support on-call responsibilities in a 24/7/365 healthcare organization.
Tools & Platforms
ServiceNowPagerDuty
Required Skills
ITIL4ServiceNowPagerDutyMajor Incident ManagementIncident ManagementIT Service Management (ITSM)KPI reportingPost-incident reviewsKB articlesHealthcare ITIncident responseOn-callSLATimeline managementStakeholdersCommunication
Hard Skills
ITIL4ServiceNowPagerDutyMajor Incident ManagementIncident managementIT Service Management (ITSM)KPI reportingPost-incident reviewsKB articlesHealthcare IT
Soft Skills
Problem-solvingExcellent verbal and written communicationInterpersonal skillsTeam collaborationCalm under pressureDetail-orientedOrganized
Keywords for Your Resume
Sr. Major Incident CoordinatorMajor Incident Managementincident managementservice nowpagerdutyITIL4ITSMKPI reportingpost-incident reviewsKB articlesHealthcare ITincident responseon-callslatimeline managementstakeholderscommunicationTier IITier IIImajor incident managementitil4healthcare ititSMkpi reportingkb articles
Deal Breakers
Less than 5 years coordinating major incidents, Lack of ServiceNow or PagerDuty experience, No healthcare IT experience
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