ITIL/ITSM Coordinator

We are seeking 5 highly driven Incident / Problem / Change / Release Coordinators to join our growing Service Operations team. This role is critical to ensuring operational stability across enterprise platforms. The selected candidates will take full ownership of incidents - from triage through resolution - coordinating across technical teams to drive timely fixes, minimize business impact, and ensure structured governance across ITIL processes. If you are someone who thrives in high-visibility, high-accountability environments and can drive issues to closure with urgency and structure - we want to talk to you., Triage incoming incidents and prioritize based on impact and urgency * Take full ownership of incident lifecycle from detection to resolution * Coordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.) * Lead Major Incident bridges and stakeholder communications * Ensure SLA adherence and minimize downtime * Provide executive-ready status updates during critical incidents

Problem Management

* Identify recurring incidents and drive root cause analysis (RCA) * Facilitate post-incident reviews * Track corrective and preventive actions to closure * Work with engineering teams to eliminate systemic issues

Change Management

* Coordinate and review change requests * Ensure proper risk assessment and backout planning * Facilitate CAB meetings * Monitor change execution and manage change-related incidents

Release Coordination

* Coordinate release schedules across multiple teams * Validate deployment readiness * Ensure proper communication before and after releases * Monitor post-release stability

* 5+ years in IT Operations / Service Management roles * Strong hands-on experience in: + Incident Management + Problem Management + Change & Release coordination * Deep understanding of ITIL framework (ITIL certification preferred) * Experience working in enterprise environments with cross-functional teams * Strong stakeholder communication skills (technical + business) * Ability to manage high-severity (P1/P2) incidents under pressure * Experience with ServiceNow or similar ITSM platforms * Strong documentation and reporting skills

Preferred Qualifications

* Experience leading Major Incident bridges * Experience working in regulated or high-availability environments * Familiarity with DevOps / CI-CD release cycles * Exposure to cloud environments (AWS, Azure, GCP) * Experience driving SLA/SLO compliance