Incident Coordinator

As an Incident Coordinator at the company, your role will involve monitoring system alerts, managing incident tickets, and coordinating with internal and external teams to ensure timely resolution of IT issues according to standard operating procedures (SOPs). Key Responsibilities: - Monitor system alerts and create corresponding incident tickets. - Log and update tickets accurately in the system, maintaining detailed notes throughout the incident lifecycle. - Collect and share system logs with L2 / Incident Management teams as per SOPs. - Coordinate and follow up with internal teams for ticket updates and action items. - Log tickets with external service providers and facilitate communication between stakeholders. - Host and manage conference bridges for critical incidents involving all concerned parties. - Raise and manage change tickets using defined templates. - Coordinate with ISPs / OEM Field Engineers (FEs) for site access, approvals, and logistics. - Oversee the RMA (Return Material Authorization) process, including arrival and return coordination. - Execute service requests (SRs) in line with SOPs. - Generate and share periodic 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 relevant IT support coordination experience (ITES/BPO preferred) - Certifications: - ITIL v3 or v4 Foundation Trained / Certified candidates preferred - Skills: - Strong communication and coordination skills - Experience in ticketing tools and ITSM processes - Ability to multitask and work effectively in 24x7 operations (Note: No additional details about the company were mentioned in the job description.),