Incident Coordinator JC : 207635 at Infinity Quest UK Remote

Key Responsibilities Coordinate and manage Major Incidents to ensure timely restoration of business-critical services. Lead and chair Major Incident Management (MIM) bridge calls, driving resolution activities across multiple support teams. Act as the central point of communication during critical incidents, providing regular updates to stakeholders and leadership. Manage cross-functional and cross-tower technical teams to identify workarounds and restore services within agreed timelines. Ensure incident escalations are handled effectively and in accordance with defined processes. Monitor incident progress, track actions, and drive accountability until full resolution. Facilitate post-incident reviews and support root cause analysis activities. Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams to improve service stability. Maintain accurate incident records, documentation, and reporting. Identify trends and recommend process improvements to reduce service disruptions. Key Requirements 2-4 years of experience in Incident Management or Major Incident Management. Good understanding of the ITIL framework, with practical experience in Incident and Major Incident Management processes. Hands-on experience as a Major Incident Coordinator, including leading and facilitating MIM calls. Experience managing complex, high-priority incidents involving multiple technical teams and service towers. Strong knowledge of Service Desk operations, escalation management, and operational support environments. Experience working with senior stakeholders and providing regular incident communications. Excellent verbal and written communication skills. Strong problem-solving, decision-making, and coordination abilities. Ability to perform effectively in high-pressure, time-critical situations. Knowledge of Problem Management, Change Management, or Release Management would be an advantage. ITIL Foundation certification is preferred