About the opportunity:Operational Assurance is a global 24/7 Team empowered for driving Change,Incident and Problem Management.

　　We are looking for an Incident Coordinator that can support our Mountain TimeZone Operation Hours (2PM - 10PM MT // 4PM - 12AM ET). The candidateshould embrace leading and resolving complex technical problems, effectivelycommunicate business impacting issues and triage status to executiveleadership and stakeholder groups. In this role, you will be a criticalmember on the team leading all efforts related to Change Management,Incident Management, Problem Management and Technical/Process Improvementson core tools and services such as PagerDuty, Confluence and Jira.

　　This role will require the Incident Coordinator to work with culturallydiverse international teams across 3 continents in order to succeed.Specifically, on the Change Management side, this role will act as a coachfor senior leaders and executives in helping them fulfill the role of changesponsor. On the Incident Management side, the Incident Coordinator willidentify and document process breakdowns that introduced or caused theimpact, partner with internal and external teams on operational issues,dispatch on-call engineers and stakeholders to quickly resolve issues. ForProblem Management you will facilitate communication and drive post-incidentreview activities.

　　The day to day:Responsible for Change, Incident & Problem management processes

　　Change Management:

　　Manage daily change activities for the entire tech organization. Proactivelyidentify and analyze risks associated with the changes and propose mitigationstrategies.Complete change management assessments.

　　Identify, analyze and prepare risk mitigation tactics.

　　Identify and manage anticipated resistance.

　　Create actionable deliverables for the five change management levers:communications plan, sponsor roadmap, coaching plan, training plan,resistance management plan.

　　Support and engage senior leaders

　　Support organizational design and definition of roles and responsibilities.

　　Coordinate efforts with other specialists.

　　Integrate change management activities into project plan

　　Evaluate and ensure user readiness

　　Manage stakeholders

　　Track, report and mitigate against Service associated risks and issues

　　Define and measure success metrics (CSF / KPI / SLA / OLA) againstcore processes

　　Support change management at the organizational level

　　Incident Management:

　　Ensuring that high priority incidents are resolved promptly and that thebusiness impact of these incidents is minimized.

　　Documenting incidents and tracking them to resolution.

　　Identifying and categorizing incidents according to priority and severity.

　　Communicating incident status to stakeholders, including business leadersand customers, ensuring that communication is clear, timely, and accurate.

　　Maintaining incident management documentation, including incident reports,incident response procedures, and incident management metrics and reporting.

　　Drive change driven incident resolution

　　Track incidents and ensure process adherence

　　Provide escalation for Major Incidents

　　Problem Management:

　　Collaborate with other teams to identify the root cause of incidents andactions needed to prevent recurrences of incidents.

　　Drive post-incident review activities.

　　Track all incident RCA's to resolution

　　Create, assign and track all problem tasks to resolution

　　Participate and/or lead training programs to ensure that the organization isequipped with the necessary knowledge in our standards and processes.

　　Coach all levels of staff on Change, Incident and Problem Management.

　　Administer, manage and mature organization tools such as PagerDuty,Confluence and Jira.