Incident Coordinator-L2

New Opportunity –

Location: Hyderabad

Duration:

Shift:

SOW:

Major / Critical Incident Manager

Function:

Location:

Roles and Responsibilities

• Manage Major IT Incidents across multiple platforms and technologies throughout the organization.
• Drive conference bridges/chats and manage communication for high-priority incidents (P1/P2/P3) in a 24×7 environment.
• Own end-to-end accountability of major incidents with business, financial, regulatory, or reputational impact.
• Drive quick restoration of impacted services while ensuring service levels are met.
• Monitor ServiceNow queue and manage tickets assigned to the team.
• Publish timely notifications and updates for senior leadership.
• Improve efficiency and effectiveness of the Incident Management process.
• Ensure all IT teams follow the incident management processes consistently.
• Act as the shift in-charge for application and infrastructure teams, making decisions to reduce risk and ensure business continuity.
• Monitor and evaluate incident management effectiveness; recommend improvements as needed.
• Identify operational improvement areas and recommend process enhancements to Service Owners.
• Develop, maintain, and continuously improve major incident processes and procedures.
• Prepare Daily, Weekly, and Monthly incident reports.
• Manage transition activities for Infrastructure Operations shifts.
• Monitor multi-service provider incident resolution and ensure SLA compliance.
• Guide internal and external service providers in fulfilling incident management responsibilities.
• Escalate incidents at risk of SLA/OLA breach to leadership.
• Establish continuous improvement cycles by reviewing process roles, activities, policies, and supporting technology.
• Promote adherence to Incident Management policies and processes.
• Ensure Incident Management processes align with industry and business best practices.

Minimum Qualifications

• Minimum 2

  + years

  of experience as a Major/Critical Incident Manager.
• Advanced knowledge of

  Networks, Servers, Telephony, and Cloud

  technologies.
• Must have technical certifications such as

  MCP/CCNA/Advanced Diploma

  .

• ITIL Foundation Certified

  (Trained, Tested, and Certified).
• Experience working with

  ServiceNow

  (ticketing tool).
• Excellent

  English communication skills

  – written and verbal – with ability to interact across all levels of management.
• Strong knowledge and hands-on experience in

  Major Incident Management

  .
• Stable work history (no frequent job changes).
• Strong interpersonal and teamwork skills.
• Ability to work in

  24×7 rotational shifts

  , including urgent support during holidays or after office hours.
• Assertive, proactive, and able to work in a fast-paced environment.
• Exceptional organizational, prioritization, and multi-tasking abilities.
• High level of energy, flexibility, and adaptability.