Job#: 3054409 : 24x5 Enterprise Incident Coordinator (EDI & Integration Operations)

Contract

Canada (Remote) Position Overview

We are seeking a highly organized and customer-focused Enterprise Incident Coordinator to support critical business operations for large enterprise customers and high-volume trading partners.

This role will serve as the central coordination point for customer-impacting incidents across a complex EDI and enterprise integration ecosystem. 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.

Coverage Model

Support Coverage The team provides 24-hour operational coverage Monday through Friday (24x5) through coordinated nearshore and offshore support resources.

Proposed Schedule

Canada Resource

- 7:00 AM – 4:00 PM CT

Handoff Coverage A dedicated 3:00 PM – 4:00 PM CT overlap period is maintained each business day to support:
- Active incident reviews
- Escalation updates
- Priority assessments
- Shift handoffs
- Risk communication
- Customer impact summaries

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

Typical Incident Examples Examples of incidents this role would coordinate include:
- Major customers not receiving expected invoices.
- EDI transactions failing to transmit or process successfully.




- Purchase orders delayed or missing.
- Trading partner acknowledgements not received.
- Middleware queues becoming backed up or stalled.
- Integration failures impacting customer order processing.
- Business users identifying transaction discrepancies requiring rapid investigation.

The Incident Coordinator is expected to:
- Validate the issue.
- Assess customer and business impact.
- Identify affected systems and transaction flows.
- 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 across enterprise integration environments, including:
- EDI / X12 transaction processing
- SAP
- IBM MQ
- MuleSoft
- Enterprise integration platforms
- Middleware technologies
- Managed File Transfer (MFT) and connectivity platforms
- Customer order and invoicing systems

Preferred EDI Transaction Knowledge

- 850 Purchase Orders
- 855 Purchase Order Acknowledgements
- 810 Invoices
- 860 Purchase Order Changes
- Other high-volume EDI transaction sets

Required Qualifications

- 5+ years of experience in Incident Management, Production Support, Operations Support, Service Delivery, or a similar role.
- Strong understanding of EDI transaction processing and integration ecosystems.
- Experience supporting enterprise customers in a high-volume production environment.
- Exceptional verbal and written communication skills.
- Demonstrated ability to communicate effectively with both technical and business stakeholders.
- Experience conducting impact assessments and driving issue triage activities.
- Strong organizational and coordination skills.
- Ability to manage multiple incidents simultaneously in a fast-paced setting.
- Experience working within globally distributed support organizations.

Preferred Qualifications

- Healthcare industry experience.
- Experience supporting large enterprise customers.
- Familiarity with ITIL Incident Management practices.
- Experience with SAP integration environments.
- Familiarity with IBM MQ and MuleSoft.
- Knowledge of proactive monitoring and event management processes.
- Experience supporting 24x5 operational environments.




- Experience working within follow-the-sun global support models.

Success Profile The ideal candidate combines strong communication and stakeholder management skills with practical knowledge of EDI and enterprise integration environments. They can quickly assess business impact, coordinate cross-functional teams, maintain customer confidence during critical incidents, and help drive the evolution from a reactive support model to a proactive operational excellence model within a 24x5 global operations environment. 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. © 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Everforth

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or (phone hidden). (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.

📌 24x5 Enterprise Incident Coordinator (EDI & Integration Operations) (Mississauga)
🏢 Apex Systems
📍 Mississauga