Major Incident Management Coordinator

Job#: 3051423

Job Description:

Major Incident Management Coordinator

Location: Remote (U.S.)

Duration: Contract through February 2027

Position Overview

We are seeking a Major Incident Management Coordinator to support a 24x7 Major Incident Management function within a large enterprise IT environment. This role serves as the central point of coordination during Priority 1 (P1) incidents, ensuring timely engagement of technical teams, effective stakeholder communication, and rapid service restoration. The role focuses on incident coordination, communication, and leadership rather than hands-on technical troubleshooting.

Key Responsibilities

• Lead and facilitate bridge calls during critical Priority 1 incidents.
• Coordinate activities between service desk teams, infrastructure teams, application support teams, and business stakeholders.
• Ensure appropriate technical resources are engaged throughout the incident lifecycle.
• Drive incident calls toward resolution while maintaining urgency and accountability.
• Provide timely stakeholder communications and status updates throughout incidents.
• Track restoration efforts and document all critical incident activities.
• Maintain accurate incident timelines and reporting data for operational and audit purposes.
• Schedule and coordinate Post-Incident Reviews (PIRs).
• Update incident management trackers and reporting metrics.
• Escalate issues and engage additional support teams as necessary.
• Support continuous improvement efforts by capturing lessons learned and process enhancement opportunities.

Required Qualifications

• 2+ years of experience in Major Incident Management, Incident Coordination, IT Operations, Service Management, or a related discipline.
• Experience facilitating bridge calls, war rooms, or critical incident meetings.
• Strong verbal and written communication skills.
• Ability to lead discussions and coordinate multiple teams simultaneously.
• Experience working within an IT support or enterprise technology environment.
• Strong organizational, documentation, and follow-up skills.
• Ability to remain calm under pressure and manage high-visibility incidents.

Preferred Qualifications

• Previous experience as a Major Incident Manager or Major Incident Coordinator.
• Experience with ServiceNow.
• ITIL Foundation Certification or familiarity with ITIL processes.
• Experience supporting large enterprise environments.
• Background in Service Desk, NOC, Infrastructure Support, Operations, or Enterprise IT Support organizations.

What Makes Someone Successful

Successful candidates are confident communicators who can lead incident bridge calls, coordinate multiple technical teams, and maintain stakeholder confidence during critical service disruptions. They are proactive, organized, and able to drive incidents toward resolution while ensuring clear and consistent communication throughout the incident lifecycle.

Work Environment

• Fully remote opportunity.
• Team supports a 24x7 operational environment.
• Flexibility to support off-hours, evenings, weekends, or shift-based coverage is highly preferred.
• Fast-paced environment supporting business-critical incident management activities.

Preferred Backgrounds

Candidates with experience in the following areas are strongly encouraged to apply:

• Major Incident Management
• Incident Coordination
• Service Delivery Coordination
• IT Operations
• Network Operations Center (NOC)
• Service Desk Leadership
• Infrastructure Support
• ServiceNow Incident Management
• IT Service Management (ITSM)

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.