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Major Incident Coordinator
Minneapolis, MN  |  Remote
Contract to Hire Position
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Applied on January 28, 2023
Job Id #60961 Posted December 20, 2022

  • The Major Incident process is crucial as it focuses on business consequences and measures the associated costs of a service return.
  • The role of the Major Incident Coordinator is to respond to and facilitate the remediation activities for all high-impact, urgent IT outages and to restore service as quickly as possible using all available resources.
  • The Major Incident Coordinator develops and implements a strategy to restore services as soon as possible.
  • We are looking for a dynamic incident manager to join our IT department. In this role, you'll lead the major incident management process activities to resolve and restore our company's provided IT operations swiftly.
  • To be a successful Major Incident Coordinator, you should have an aptitude for picking up new technologies and procedures.
  • Ultimately, an outstanding Major Incident Coordinator should excel at multitasking and remain judicious during major incidents.
Projects the candidate will be working on:                                                                 
  • A detailed Job Description w/ role responsibilities are included in both submissions, including approved SRQs. As the hiring manager, I am selecting to use the contract-to-hire method.
  • ITIL4 Foundations with skilled knowledge of the Incident Management Practice Guide and a minimum of 3 years of Major Incident Practitioner experience
Top Requirements:
  • i. Lead major incident investigation activities and facilitate war room calls. Lead investigation and diagnosis of Major Incidents to restore failed applications or services as quickly as possible.
  • ii. Support an on-call rotation in 24/7, 365 environments.
  • iii. Strong verbal and written communication capability to clearly and accurately communicate audience-appropriate technical issues and related activities to IT, the business, and end-users.
Team and Team size:
  • a. Currently, there are three FTE Major Incident Coordinators; one returning from Short Term Disability on 1/05/2023.
  • b. With one contractor to backfill attrition and two net-new, there will be six Major Incident Coordinators.
The Major Incident Coordinator is responsible for the end-to-end management of all IT major incidents; their role and responsibilities are varied and include not limited to:
  • Urgent response to an unplanned event or service interruption and restore the service to its operational state.
  • Responsible for the end-to-end management of all major incidents throughout their lifecycle.
  • Coordinate with Tier II and Tier III IT Support Teams to define remediation plans, and identify resources and third-party vendors. Assemble IT Support Teams and on-call resources.
  • Lead major incident investigation activities and facilitate war room calls.
  • Investigate and diagnose Major Incidents to restore failed Applications or Services as quickly as possible.
  • Accountable for major incident resolution for related outages or degradation of services via workaround or permanent fix within the defined SLAs.
  • Support and foster process and procedure improvements, maintaining tools and resources to manage major incidents and follow-up activities effectively.
  • Identify, assess, and document Impact based on Critical Business Applications, Core Infrastructure Systems or Services, Provider, User, or Patient Care impact.
  • Adhere to the Responsibilities defined in the Major Incident Policy, Process, and Procedures.
  • Communicate appropriate updates to the key stakeholders; publish notification updates within the defined SLAs.
  • Obtain child Incidents from the Requester or IT Service Desk and ensure they are related to the Major Incident record.
  • Notify the IT Service Desk when Major Incidents occur.
  • Maintain an effective Timeline and ensure the major incident, timeline, and all related records are thoroughly and accurately documented and up to date, including post-major incident reviews and their outcomes.
  • Review processes and procedures and create documentation.

Soft Skills:
  • Problem-solving skills and demonstrate the ability to handle difficult or unexpected situations. Including the ability to define the problem, generate alternate solutions or workarounds, and evaluate and document the service improvement plans.
  • Exhibit strong interpersonal skills and foster team and cross-functional collaboration with other teams to resolve major incidents quickly and effectively.
  • Demonstrate strong verbal and written communication capability to clearly and accurately communicate audience-appropriate technical issues and related activities to IT, the business, and end-users.
  • Demonstrate a competent ability to provide immediate support in a demanding role, commanding and controlling major incident activities, maintaining a calm demeanor with focused engagement.
  • Detailed-oriented, organized, and able to prioritize work in a fast-paced, reactive role.

Preferred Qualifications:
  • ITIL4 Certified with skilled Knowledge of the Incident Management Practice Guide
  • Excellent verbal and written communication skills.
  • Skilled experience with the ServiceNow cloud computing platform for IT Service Management.
  • Experience with the PagerDuty cloud computing SaaS incident response platform.
  • Minimum 3 years of experience coordinating and driving Major Incident restoration activities.
  • Ability to work rotating shifts and/or support on-call responsibilities in a 24/7/365 healthcare organization.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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