Incident Response Coordinator

• Manages changes, incidents and problems across multiple data center environments to protect production and disaster recovery systems critical to business success.
• Initiate Technical Bridge line, engage technical resources, command and control of bridge line, publish statues updates on incident event, review and approve emergency changes.
• Service Now skills
• Incident Management Skills
• Excellent communication skills
• ITIL foundation
• Technical skills , storage , WINTEL and or UNIX server, application and network solid foundational relationships
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and selecting client situations for executive and management escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents (priority 0, 1, and 2 spanning across the entire enterprise) and escalates as appropriate.
• Maintains trend data and metrics related to changes, incidents and problems for clients and executive reporting.
• Recommends and documents departmental standards and procedures.
• Consults with other teams on proper integration and correlation of the change, incident and problem management process and their respective areas.
• Ensures effective and rapid response to major incidents.
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
• Facilitates daily, weekly and monthly tactical meetings as well as creates change and incident reports as determined by business and technology needs.
• Compiles the enterprise post incident report and works with various teams in root cause analysis process to determine cause of incident.
• Performs other related duties as assigned.

• Bachelor's Degree in Computer Science, Business, Communication or the equivalent combination of education, training, or work experience with a minimum of three (3) years related experience in change, incident or problem management
• Considerable knowledge of change, incident and problem management principles, procedures and techniques
• Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
• Strong knowledge of issue resolution and escalation practices
• Knowledge of Black Knight products and services
• Broad knowledge of IT infrastructure
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to provide acute attention to detail
• Ability to communicate effectively to all levels within the organization
• Ability to manage multiple tasks simultaneously
• Conflict resolution and facilitation skills
• Independent and collaborative decision-making ability within specified parameters
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Excellent written and verbal communication skills
• Solid business acumen and an awareness of business implications of decisions
• Demonstrated skill in timely, proactive, responsive follow-through on deliverables
• Ability to organize tasks and priorities effectively and under minimal supervision
• Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions
• Must be proficient in MS Word and Excel

Intercontinental Exchange