Incident Response Coordinator

Role Title: Incident Response Coordinator
Location:  Remote
Other Considerations: U.S. Citizen or Permanent Resident (Required) 

Join a Team That’s Changing the Way Government Works.

 

Sprezzatura is a mission-driven, Service-Disabled Veteran-Owned Small Business (SDVOSB) that thrives at the intersection of technology, innovation, and impact. We specialize in secure, scalable, and human-centered digital solutions that accelerate government transformation. Our work spans DevSecOps, health IT modernization, intelligent automation, benefits delivery, and digital communications. We partner with agencies ready to evolve—delivering not just strategy, but measurable execution. Rooted in operational excellence and driven by curiosity, we help our clients navigate complexity with clarity—turning ambitious ideas into real-world outcomes. No buzzwords. Just impact.

ROLE SUMMARY

As an Incident Coordinator at Sprezzatura, you will report to the Sr. Manager for the Incident Response team and assist with leading the incident management process to resolution and identifying culpable systems.  You will also log and categorize recurring incidents to improve incident management protocols.  To be a successful incident coordinator, you should have an aptitude for picking up new technologies and procedures.  Ultimately, an outstanding incident coordinator should excel at multitasking and remain judicious during major incidents.  You will be expected to assist the Incident Manager with improving current and new processes.  

 

Responsibilities:

• Respond to internally identified and customer reported system Incidents and coordinate incident resolution rapidly and within defined service levels. 

• Prioritize incidents according to their urgency and influence on the business. 

• Collaborate with teams as needed to ensure that all protocols are diligently followed. 

• Log all incidents and their resolution to see if there are recurring malfunctions. 

• Propose adjustments to incident management process to Incident Manager and support implementation of changes. 

• Communicate with upper management if major issues are found in the IT system.  

• Manage root cause analysis between technical teams. 

• Document the impact of the incident, root cause, and corrective actions.  

• Provide and communicate internal incident reports to stakeholders and assist with input in preparation of customer facing documents. 

• Work with internal and 3rd party teams to ensure actions are taken and completed to protect and improve services. 

• Complete reports to management related to incident trends, quality trends, and ticket trends • Work with Incident Manager on analysis of reports and incident trend data to identify and eliminate root causes.  

 

Requirements:

• 5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization. 

• Some familiarity with Agile project management and sprint planning. 

• Ability to work independently as well as collaboratively on cross-functional teams. 

• Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills. 

• Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations. 

• Must be able to obtain a public trust clearance. 

• Must be eligible to work in the United States. 

• Must have reliable internet service that allows for effective telecommuting.  

  

Years of Experience:   

• Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers. 

• Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization. 

• Knowledge of IT Operations and key systems 

• Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills. 

• Knowledge of IT Operations and key systems 

• 3+ years of relevant experience including at least. 

 

Education:
 

Associate degree in a computer discipline, OR equivalent applicable experience will be considered. 

COMPANY OVERVIEW

Our Mission & Values

• Mission: To enable client success by understanding and anticipating client needs to catalyze change and provide effective solutions to complex problems through supplying insight and leadership at the intersection of people, processes, and technology.

 

• Vision: To provide mission-critical engineering, development and expertise to our clients and cultivate a work environment that empowers and grows committed, highly-capable and quality-focused professionals.

 

• Core Values:
    • Integrity: We do what’s right, even when it’s hard, with transparency, ethics, and trust at the core.
    • Initiative: We anticipate needs, take initiative, and move with intentionality to create impact.
    • Curiosity: We seek to learn, question assumptions, and explore better ways to serve our clients and team.

 

Transitioning military and/or Veterans with IT/IS, finance, and/or healthcare systems specialties are invited to apply. Sprezzatura is an equal opportunity employer and offers benefits including healthcare and paid vacation time.

 

WORK AUTHORIZATION

This role requires you to live within the contiguous United States.

 

Evidence of work authorization upon employment is required in compliance with the Immigration Reform and Control Act of 1986. Completion of USCIS form I-9 will be required to verify employment eligibility within 3 business days of the first day of employment.

 

We Participate In E-Verify: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

 

AAP/EEO STATEMENT

Sprezzatura expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Sprezzatura employees to perform their job duties may result in discipline up to and including discharge.

 

CLEARANCE REQUIREMENT

This position may require Public Trust clearance. Candidates must undergo a background investigation, including a review of employment history, education, criminal record, and financial history. The clearance process ensures that the candidate is reliable, trustworthy, and of good conduct and character. Employment offers are contingent upon successful passing a public trust clearance process.