• Incident Coordiantor

    Posted Date 2 weeks ago(8/2/2018 2:08 PM)
    Posting Location
    Mississauga, CA
    Req #
    Information Technology
  • Overview

    POSITION DESCRIPTION:   Incident/Change Coordinator


    General Function:


    The Incident & Change Coordinator is responsible for initial production support, reporting, and providing support to CompuCom’s client. The coordinator will be required to proactively coordinate or respond to incidents/changes and issues reported by Data Center by performing initial technical analysis. The position will apply analytical, technical, and system administration knowledge to analyze and properly assign production support issues.






    • Demonstrates excellent oral and written communication with the ability to clearly and effectively communicate at all organizational levels.
    • 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.
    • Facilitates resource engagements and applicable escalations to management either internally or externally
    • Demonstrates a working knowledge of various Client technologies.
    • Expected to quickly become familiar with existing infrastructure and be able to rapidly respond to service impacting outages.
    • Proactively identify top ticket generators for inclusion in the internal knowledge base.
    • Provide feedback and suggestions about process modifications and areas for improvement.
    • Manage change control process for deployment to production environments.
    • Prioritize problem and enhancement request queue to satisfy end user requirements within service level agreements.
    • Assist with the transitioning of new IT processes and systems from development to a production environment.
    • Develop and/or maintain necessary incident management and communication reports



    Qualification and Skills

    • Four years work experience in a technical position
    • Bachelor degree in Computer Science or Business preferred
    • Certification in technical training
    • Strong Knowledge of systems management processes and procedures on Microsoft Windows desktop and Server Platforms
    • Strong verbal and written communication skills
    • Strong interpersonal skills
    • Strong organizational abilities
    • Strong problem solving skills and ability to perform during stressful situations
    • Knowledge of ITIL Best practices and working knowledge on Incident Management tools eg., Service Now, Remedy etc.
    • Ability to work independently and creatively coordinate internally or externally on technical issues
    • Ability and flexibility to support multiple shifts as well as respond to on-call requirements during non-business hours



    High integrity

    Able to work “on-call” and perform occasional after hours changes during maintenance windows, if needed.



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