ITIL/ITSM Coordinator

ITIL/ITSM Coordinator (L1 Major Incidents)Chicago, IL / Dallas, TX (3 days onsite)Role Overview:We are seeking highly driven Incident 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.🎯 Key Responsibilities:🔥 Incident ManagementTriage incoming incidents and prioritize based on impact and urgencyTake full ownership of incident lifecycle from detection to resolutionCoordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.)Lead Major Incident bridges and stakeholder communicationsEnsure SLA adherence and minimize downtimeProvide executive-ready status updates during critical incidents🛠 Problem ManagementIdentify recurring incidents and drive root cause analysis (RCA)Facilitate post-incident reviewsTrack corrective and preventive actions to closureWork with engineering teams to eliminate systemic issues🔄 Change ManagementCoordinate and review change requestsEnsure proper risk assessment and backout planningFacilitate CAB meetingsMonitor change execution and manage change-related incidents🚀 Release CoordinationCoordinate release schedules across multiple teamsValidate deployment readinessEnsure proper communication before and after releasesMonitor post-release stabilityRequired Skills & Experience5+ years in IT Operations / Service Management rolesStrong hands-on experience in:Incident ManagementProblem ManagementChange & Release coordinationDeep understanding of ITIL framework (ITIL certification preferred)Experience working in enterprise environments with cross-functional teamsStrong stakeholder communication skills (technical + business)Ability to manage high-severity (P1/P2) incidents under pressureExperience with ServiceNow or similar ITSM platformsStrong documentation and reporting skills Preferred QualificationsExperience leading Major Incident bridgesExperience working in regulated or high-availability environmentsFamiliarity with DevOps / CI-CD release cyclesExposure to cloud environments (AWS, Azure, GCP)Experience driving SLA/SLO compliance