24x5 Enterprise Incident Coordinator (EDI & Integration Operations)

Job#: 3054409

Job Description:

Position Overview

Contract

Remote-Canada

Our client is seeking a highly organized and customer-focused Enterprise Incident Coordinator to support critical business operations for large enterprise customers and internal business stakeholders.

This role will serve as the central coordination point for customer-impacting and business-critical incidents across an enterprise application and integration landscape. The primary objective is to establish a structured incident management function that reduces operational noise, improves stakeholder communication, accelerates issue resolution, and enables a more proactive monitoring and response model.

The Incident Coordinator will work closely with business stakeholders, account management teams, support organizations, and technical teams to drive incident assessment, escalation, communication, and resolution activities across a 24x5 support model, ensuring continuous weekday coverage for critical customer operations.

Key Responsibilities

• Serve as the primary coordinator for production incidents impacting customers, business operations, or critical applications.
• Perform business and operational impact assessments for reported issues.
• Validate incidents and establish clear problem statements.
• Identify affected customers, business functions, applications, systems, and processes.
• Coordinate troubleshooting efforts across multiple support, engineering, and vendor teams.
• Facilitate communication between technical teams, business stakeholders, and account management teams.
• Provide timely status updates and executive-ready communications throughout an incident lifecycle.
• Track incident progress, actions, escalations, owners, and resolution activities.
• Ensure appropriate prioritization and escalation of critical incidents.
• Lead incident handoff discussions between global support teams.
• Identify recurring operational issues and improvement opportunities.
• Support development of proactive monitoring, alerting, and operational response processes.
• Participate in post-incident reviews and continuous improvement initiatives.

Typical Incident Examples

Examples of incidents this role would coordinate include:

• Critical business transactions are delayed or failing.
• Customer orders are not processing successfully.
• Application outages impact customer-facing or internal operations.
• Integration failures interrupt data flows between systems.
• Performance degradation affects business operations.
• Middleware or message queues become backed up or unresponsive.
• Users report business-critical functionality is unavailable.
• Automated processing jobs fail or stop executing as expected.

The Incident Coordinator is expected to:

• Validate the issue.
• Assess business and customer impact.
• Identify affected systems and processes.
• Create a concise problem statement.
• Engage appropriate support teams.
• Coordinate escalation activities.
• Communicate status updates to stakeholders.
• Confirm resolution and document outcomes.

Technical Environment

The successful candidate should have experience supporting or coordinating incidents within enterprise technology environments, including:

• Enterprise applications
• ERP platforms (SAP or similar)
• Integration and middleware platforms
• Cloud and hosted applications
• Enterprise monitoring tools
• Service management platforms
• Business-critical operational systems
• Customer-facing applications and services

Exposure to EDI, IBM MQ, MuleSoft, SAP integrations, or similar enterprise integration technologies is beneficial but not required.

Required Qualifications

• 5+ years of experience in Incident Management, Production Support, Operations Support, Service Delivery, NOC, Command Center, or a similar operational role.
• Experience supporting enterprise applications or business-critical systems in a production environment.
• Exceptional verbal and written communication skills.
• Demonstrated ability to communicate effectively with both technical and business stakeholders.
• Experience conducting impact assessments and leading issue triage activities.
• Strong organizational, coordination, and prioritization skills.
• Ability to manage multiple incidents simultaneously in a fast-paced environment.
• Experience working within globally distributed support organizations.
• Familiarity with incident management tools and service management practices.

Preferred Qualifications

• Healthcare industry experience.
• Experience supporting large enterprise customers.
• Familiarity with ITIL Incident Management practices.
• Exposure to enterprise integration environments.
• Experience with SAP, MuleSoft, IBM MQ, EDI, or similar technologies.
• Knowledge of monitoring, observability, and event management practices.
• Experience supporting 24x5 operational environments.
• Experience working within follow-the-sun global support models.

Success Profile

The ideal candidate combines strong communication, coordination, and stakeholder management skills with experience supporting enterprise operations in a production environment. They are capable of quickly assessing business impact, coordinating cross-functional teams, maintaining customer confidence during critical incidents, and driving resolution efforts across multiple support organizations. Technical understanding of enterprise applications and integrations is helpful, but success in this role is driven primarily by operational leadership, communication, prioritization, and incident management expertise.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.