IT Operations Coordinator

2 weeks ago

St John's, Newfoundland and Labrador, Canada Cooke Inc. Full time

Cooke Inc. is a global seafood company with operations in various regions worldwide.

The IT Operations Coordinator plays a crucial role in ensuring timely communication, action, and resolution through effective prioritization, follow-up, and escalations.

This position requires excellent communication skills across multiple levels of stakeholders, the ability to generate management reports, and close collaboration with IT teams to ensure efficient, timely, and high-quality service delivery.

Key Responsibilities:
  • Prioritize and assign incoming IT operational requests and incidents based on urgency and impact.
  • Ensure timely acknowledgment and resolution of requests and incidents.
  • Monitor the status of incidents and requests, ensuring adherence to SLAs (Service Level Agreements).
  • Handle escalations promptly and efficiently, coordinating with relevant IT teams to action and resolve issues.
  • Act as the primary point of contact for escalated incidents, ensuring stakeholders are informed of progress and resolution.
Collaboration and Communication:
  • Work closely with IT operational teams, ensuring timely, effective communication and collaboration.
  • Facilitate regular team meetings (including daily scrums) to discuss ongoing issues, challenges, and process improvements.
  • Serve as a liaison between end-users and IT teams, ensuring clear and concise communication.
Reporting and Documentation:
  • Generate and distribute regular management reports on incident trends, SLA compliance, and team performance.
  • Maintain accurate records of incidents, service/project requests, and resolutions in the ITSM system.
Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Minimum of 2-3 years of experience in IT support and/or coordination roles.
  • Experience with ITSM systems and tools (e.g., ServiceNow, Jira).

The estimated annual salary for this position is $65,000 - $85,000, depending on location and experience.

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