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Incident Coordinator

Company: Delaware North
Location: Buffalo
Posted on: December 4, 2019

Job Description:

Our Exciting Work EnvironmentThis position will be based out of Delaware North's new global headquarters, a state-of-the-art, 12-story, mixed-use building in downtown Buffalo, N.Y. The headquarters facility, reflective of our values, integrates the latest advances in environmental, energy conservation and office design.

The OpportunityThe Incident Coordinator will be responsible for managing the process to restore normal service operations as quickly as possible while minimizing the impact on business operations. The Incident Coordinator will monitor incidents from creation to resolution and root cause analysis. This role is also responsible for ensuring the required Support Engineers and Vendors are engaged as quickly as possible and to communicate Incident status to all levels of the organization based on the Incident Management process. This position requires a flexible schedule to rapidly respond to incidents that occur any hour of the day. Strong leadership and communication skills are critical for this position. It is also expected this position will be responsible for working on non-priority service requests or incidents as time permits.

Responsibilities of this role include the following:

Incident Management Ensure that all the necessary Technical and Business parties are engaged to effectively resolve high priority incidents within SLAs. Ensure a Technology Support Team resource is assigned as the owner of the incident. Ensure any Vendor partners are engaged as required. Escalate to Technology, Business and Vendor management if required resources are not engaging, or adequate progress is not being made to resolve the incident. Start and facilitate a conference bridge as needed. Facilitate Root Cause Analysis with all necessary parties.
Incident Communications Ensure the guest and other business impacts are clearly documented in the incident ticket. As per Notification SLAs and SOPs, write and distribute Initial, Update and Resolved Notifications. Document Root Cause Analysis.
Improve Incident Management Process Identify which incidents to review. Coordinate and participate in the review of high priority incidents. Create a knowledge base of incidents to be able to refer to for faster incident resolution. Determine and manage incident trends. Oversee the resolution of Problem tickets. Alter incident management process based on recognized improvements.
Non-Priority Service Requests and Incidents As time permits review non-priority ticket queues and resolve or facilitate resolution of associated tickets within SLAs


Bachelor's Degree in computer science, information systems, or equivalent required; Master's degree a plus.
At least five years of experience working on incidents and problem management in the IT industry.
Very strong verbal and written communications.
Technical aptitude with Windows based PCs and Laptops, Active Directory, Hospitality systems, Office365, familiarity with Network devices.
Experience in recording and updating tickets in an Incident Management system. Familiarity with ITSM software. JIRA or Service Now experience a plus. Experience with utilizing a knowledge base. Confluence experience a plus. ITIL Certification a plus. Technology management or supervisory experience a plus. Must be able to work minimally an 8-hour shift 5 days a week. Evening, overnight and weekend hours will be required.

Who We AreTake your career beyond the ordinary-to the extraordinary.

At Delaware North, you'll love where you work, who you work with, and how your day unfolds. Whether it's in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there's no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision, grow with us.

Delaware North is one of the largest privately held hospitality companies in the world. Founded in 1915 and owned by the Jacobs family for more than 100 years, Delaware North has global operations at high-profile places such as sports and entertainment venues, national and state parks, destination resorts and restaurants, airports, and regional casinos. Our 55,000 employee associates are dedicated to creating special experiences one guest at a time in serving more than a half-billion guests annually. Delaware North operates in the sports, travel hospitality, restaurant and catering, parks, resorts, gaming, and specialty retail industries and has annual revenue of about $3 billion. Learn more about Delaware North, a global leader in hospitality, at www.DelawareNorth.com.

All applicants will be subject to a pre-employment background check and may be subject to a pre-employment drug test depending upon the position and/or client requirements.

Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.


Keywords: Delaware North, Buffalo , Incident Coordinator, Other , Buffalo, New York

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