Consultant – Incident Management

**CONTRACTOR REPLACEMENT**

Working in the area of information technology, an Incident Coordinator is essentially responsible for the upkeep and smooth operations of IT systems. They oversee all aspects of the incident coordination process, from evaluation to resolution. An Incident Coordinator records all issues and helps to design ways to prevent similar problems in the future. He or she will coordinate between technical support teams, create procedures to deal with problems and develop or figure out solutions.

Duties & Responsibilities
Incident Coordinator must be able to handle various tasks in order to successfully meet all of the demands of this job. The following are core Incident Coordinator duties and responsibilities.

Provide support to Employees & Customers
Incident Coordinator ensure that both employees and customers using the technical products of companies receive technical support. They oversee responses to technical issues regarding software applications, systems and networks.

Create Incident Report
Keeping a log of incidents is an important task of Incident Coordinator. This not only helps them to keep track of any issues and ensures resolution, but also assists them in examining incidents and establishing processes to help prevent or minimize similar problems from arising  

Implement Effective Procedures
An Incident Coordinator will develop procedures and policies by which technical support teams will operate. These processes will be applied to help in such areas as service failures and cyber security threats. They will also train support engineers.

Incident Coordinator Skills
In order to successfully complete all tasks, an Incident Coordinator needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. An Incident Coordinator will be an effective team player and leader who can work independently when necessary. Paying attention to detail and handling crisis situations are also important traits for Incident Coordinators. Incident Coordinators should possess the following skills:

Core Skills

• Can speak Japanese language will be much preferred.
• Coordination on bridge calls across teams, groups, sections, departments.
• Maintaining incident logs and processing incident reports for review with upper management
• Solving complex problems with information technology software and hardware
• Providing training for technical support teams
• Developing procedural manuals for various IT issues

Advanced Skills

• Ability to handle and perform in stressful situations
• Proficiency in Microsoft applications such as Word, PowerPoint and Excel

Flow

• Incident Logging (Phone calls, Emails, Live Chats etc)
• Incident Coordination (Taking Notes on Bridge calls, RCA coordination)
• Ticket Creation (Incident, Service Requests)
• Incident Categorization / Prioritization (Critical, High, Medium, Low)
• Incident Resolution
• Incident Closure

Other Skills

• Hands on experience on Linux variants
• Exposure to public cloud technologies and virtualization
• Understanding of Jenkins CI/CD pipelines
• Familiarity with monitoring tools like Grafana, Prometheus, Kibana etc
• Basic troubleshooting skills on network (TCP/IP, DNS, DHCP, Routing, Switching, Traceroute, TCPDump, Wireshark etc)
• Capable of self-learning on job
• Should be ready to work in Rotational shift including night shift

Years Of Experience

5 to 8 Years

Education/Qualification

BSc Computer Science, BTech or equivalent