Incident Coordinator

The Incident Coordinator user role has the following responsibilities:

  • Review and accept or reject incidents assigned to the support group.
  • Handle incidents escalated by an Incident Analyst of the support group.
  • Monitor Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the support group.

To execute this role, the Incident Coordinator can perform the following tasks.

Note For an overview of how these tasks fit in the Incident Management workflow, see Incident Management workflows and user tasks.

ITIL Workflows User Tasks
Incident Assignment (SO2.2)
Incident Escalation (SO2.6)
OLA and UC Monitoring (SO2.8)