Major Incident Co-ordinator
Confirmed on the employer's own hiring board on Oct 15, 2026. First seen by Alion on Oct 9, 2026. Keyloop scores B on the Alion truth index.
Key Responsibilities
Oversee all Major and critical incidents, ensuring SLA compliance
Own and manage business-critical escalations and communication to all management levels
Take full ownership of issues from identification through resolution
Liaise with partners and suppliers, providing regular proactive updates
Lead RCA for all major incidents within Keyloop and 3rdParty providers
Identify trends and patterns to prevent recurring issues
Document learnings and share knowledge across teams
Drive continuous improvement initiatives
Create and maintain operational dashboards for real-time monitoring
Prepare executive summaries for senior management
Use automation tools (Copilot, etc.) to summarize meetings and generate reports
Provide clear communication to both technical and non-technical stakeholders
Manage incidents and workflows using Jira and Jira Service Management (JSM)
Keep all systems updated with current status and actions
Monitor for fraudulent activity and raise security incidents as needed
Incident Management
Root Cause Analysis & Improvement
Reporting & Communication
System Management
Required Qualifications
Minimum of 5+ years in IT, Infrastructure and Cloud Services
Strong Working knowledge with: Application integration, AWS and other Cloud Services, Middleware, Data Centres, Networks, Compute and Databases
Advanced proficiency in Jira and Jira Service Management
Dashboard creation and metrics analysis
Automation tools and AI assistants (Copilot)
ITIL framework and incident management best practices
Experience
Technical Skills
Essential Skills
Excellent written and verbal communication
Ability to translate complex technical issues into clear executive summaries
Strong problem-solving and analytical skills
Calm under pressure during high-level escalations
Diplomatic and professional manner
Time management with ability to handle multiple priorities
"Can do" attitude with hands-on approach