Job Description

We are seeking an Incident Coordinator/Manager to lead and coordinate the response to production incidents, service disruptions, and critical operational events. This role serves as the central point of contact during incidents, driving resolution efforts across technical teams, vendors, and business stakeholders while ensuring clear communication, proper escalation, and accurate documentation throughout the incident lifecycle.

The ideal candidate is a strong communicator with experience managing incident bridges, coordinating technical responders, facilitating service restoration, and driving continuous improvement through post-incident reviews and process enhancements. This position focuses on operational leadership, stakeholder management, and incident governance rather than hands-on engineering.

Key Responsibilities

Major Incident Management

• Act as the primary Incident Coordinator during production outages and high-priority incidents.
• Lead incident bridge calls and drive restoration efforts by coordinating technical teams and stakeholders.
• Determine incident severity and business impact while ensuring appropriate escalation paths are followed.
• Manage incidents end-to-end from identification through resolution and closure.
• Ensure SLA adherence, timely updates, and effective communication throughout the incident lifecycle.
• Maintain ownership and accountability during critical situations until services are fully restored.

Stakeholder Communication & Escalation Management

• Provide clear, timely communications to leadership, business partners, and impacted stakeholders.
• Coordinate updates, status reporting, and executive communications during major incidents.
• Escalate critical issues appropriately based on business impact and operational risk.
• Serve as the central liaison between technical teams, vendors, and business units during service disruptions.

ServiceNow & ITSM Process Management

• Manage incident records, service requests, and operational workflows within ServiceNow.
• Ensure complete and accurate documentation of incidents, actions taken, timelines, and root cause details.
• Drive compliance with ITIL-based incident management processes and operational standards.
• Coordinate change and release communications to minimize operational risk.

Operational Excellence & Continuous Improvement

• Facilitate post-incident reviews and identify opportunities to improve response procedures.
• Track incident trends, recurring issues, and process gaps to improve overall service stability.
• Recommend and implement process improvements, automation opportunities, and operational efficiencies.
• Contribute to the development and maintenance of incident runbooks, knowledge articles, and response procedures.

Cross-Functional Coordination

• Partner with infrastructure, application, cloud, networking, and vendor teams to expedite issue resolution.
• Coordinate planned maintenance activities and communicate business impacts effectively.
• Collaborate across operations teams to ensure smooth handoffs and consistent incident management practices.
• Support a 24/7 operational environment through strong communication and coordination.

Required Skills

• Major Incident Management
• Incident Coordination
• Incident Response
• ServiceNow
• ITSM / ITIL Framework
• Stakeholder Management
• Escalation Management
• Service Management
• Root Cause Analysis Coordination
• Change Management
• Problem Management
• Production Support Operations
• Executive Communications

Preferred Qualifications

• Experience leading major incident bridge calls and coordinating cross-functional response teams.
• Working knowledge of ServiceNow incident and change management modules.
• Familiarity with enterprise infrastructure, cloud environments, and production support operations.
• ITIL Foundation Certification preferred.
• Experience working in fast-paced, highly available production environments.

Ideal Candidate Profile

• Strong communicator who remains calm and organized during critical incidents.
• Proven ability to influence teams and drive action without direct authority.
• Excellent prioritization, decision-making, and stakeholder management skills.
• Demonstrated ownership and accountability in high-pressure situations.
• Focused on customer impact, service restoration, and operational excellence.

Job Type & Location

This is a Contract position based out of Alpharetta, GA.

The pay range for this position is $25.00 - $28.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Alpharetta,GA.

This position is anticipated to close on Oct 9, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

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