About the position
We are looking for a proactive and detail-oriented Incident & Change Management Coordinator to oversee high-priority IT incidents and lead Change Management processes. This role involves coordinating resolution efforts, ensuring timely stakeholder communication, and facilitating daily CAB sessions. The ideal candidate will also support after-hours incidents and emergency changes while driving compliance and collaboration across teams to maintain service stability.
RequirementsThe Key Performance Areas:
Incident Management
- Oversee daily operational activities related to High Priority incidents across the organization.
- Lead and facilitate the Incident Management review segment during the daily CAB (Change Advisory Board) meetings.
- Ensure timely communication and notification to the business regarding High Priority service disruptions.
- Review and distribute High Priority Incident reports to relevant business stakeholders.
- Coordinate and facilitate collaboration between Client teams and third-party service providers during High Priority incidents.
- Maintain accurate records of all High Priority incidents for inclusion in weekly and monthly reports.
- Lead the monthly Problem Review Board to assess recurring issues and drive resolution strategies.
- Promote effective collaboration among technical teams, stakeholders, and vendors to manage and resolve logged problems, ensuring transparent communication and consistent progress updates until resolution.
Change Management
- Facilitate and manage the Change Advisory Board (CAB) to ensure visibility, alignment, and resource readiness across all IT teams.
- Identify and assess proposed changes prior to daily CAB reviews to ensure preparedness and risk mitigation.
- Ensure all changes comply with regulatory, security, and compliance standards.
- Communicate change details effectively to all relevant stakeholders.
- Plan, manage, and coordinate annual change freeze periods and year-end procedures.
- Participate in an after-hours standby rotation, providing timely incident response, emergency change control, and communication to minimize business disruption and support continuous operations.
- Serve as a secondary point of contact for Incident Management, providing backup support when needed.
- Assist in verifying and validating information for audit readiness and contribute insights during audit reviews when required.
- Produce accurate, comprehensive reports that reflect the performance and outcomes of change and release management activities.
Desired Skills:
- Change Management
- Incident Management
- CAB Sessions
Desired Qualification Level:
About The Employer:
