Incident Coordinator

Job Title:

Location:

Experience:

Employment Type:

Job Summary:

Incident Coordinator

Key Responsibilities:

• Monitor system alerts and ensure timely

  ticket logging

  for all incidents.
• Collect and share logs with L2/Incident Management teams as per defined

  SOPs

  .
• Manage incident tickets throughout their lifecycle — including updates, note logging, and closure.
• Coordinate and follow up with

  cross-functional teams

  to track progress and obtain status updates.
• Log tickets with

  service providers

  and facilitate communication for quick resolution.

• Facilitate conference bridges

  with all relevant stakeholders during major incidents.
• Raise

  Change Requests

  following approved templates and processes.
• Align and coordinate with

  ISPs/OEMs

  and manage field engineer access approvals (Data Centre Leads, Site Leads, Logistics).
• Manage

  RMA (Return Material Authorization)

  — coordinate arrival and return logistics.
• Execute

  Service Requests (SRs)

  as per SOP guidelines.
• Extract and share operational and incident reports with relevant teams.

Qualifications & Skills:

• Education:

• Technical Graduate OR
• 3-Year Diploma in Electronics & Telecommunication / Computer Engineering OR
• Graduate with 1–2 years of experience in IT Support Coordination (ITES/BPO environment preferred).

• Certifications:

• ITIL v3 or v4 Foundation (Trained/Certified preferred).

• Skills Required:

• Good understanding of

  Incident Management

  processes and ITIL framework.
• Strong communication, coordination, and analytical skills.
• Familiarity with

  ticketing tools and monitoring systems

  .
• Ability to handle multiple incidents and coordinate efficiently under pressure.