Incident Coordinator

As an Incident Coordinator (L1) at Genpact Site in various global locations, you will be an integral part of the IT operations team, playing a crucial role in ensuring efficient incident coordination and resolution in a 24x7 support environment. Your responsibilities will include monitoring alerts, managing tickets, facilitating cross-team communication, handling change requests, coordinating with vendors, and providing timely reports to stakeholders. You will be tasked with monitoring infrastructure alerts, logging tickets based on defined SOPs, and collaborating with L2 support or Incident Managers by collecting and sharing system logs. Additionally, you will manage ticket lifecycles, update log notes, and ensure timely closure while also engaging with external service providers when necessary. Effective coordination and communication are key aspects of your role, requiring you to work closely with internal teams for issue resolution, organize conference bridges, and follow up on action items identified during incident calls. Furthermore, you will be responsible for raising change tickets, executing service requests, and coordinating with ISPs/OEMs for Field Engineer visits and logistics arrangements. Qualifications for this position include a technical graduate or a 3-year diploma in Electronics & Telecommunication / Computer Engineering, or any graduate with 1-3 years of relevant experience in IT support coordination within the ITES/BPO industry. Preferred certifications include ITIL v3 or v4 Foundation, with a basic understanding of ITIL framework and service management processes. Your technical skills should encompass a strong knowledge of network and server devices, familiarity with monitoring tools, ticketing systems, and ITSM platforms, and a technical orientation within IT infrastructure environments. Moreover, your soft skills, such as a customer service orientation, problem-solving attitude, excellent English communication skills, ability to work under pressure, and strong coordination and interpersonal skills, will be crucial for success in this role.,