Incident Management Coordinator

The Incident Management Coordinator (L1) plays a crucial role in the IT Operations/Service Desk department by monitoring, logging, categorizing, and prioritizing incidents in accordance with the ITIL framework. As the initial point of contact for incident lifecycle management, your primary responsibility is to ensure timely communication, escalation, and coordination with technical teams to minimize service disruptions. You will be responsible for incident logging and triage, where you will be the first responder to IT service interruptions reported via various channels. Accurate logging of incidents into the IT Service Management (ITSM) tool, classification based on ITIL priority matrix, and initial diagnosis for potential first-line resolution are key aspects of this role. Furthermore, you will be tasked with incident coordination and escalation, ensuring that incidents are assigned to the appropriate resolver groups within agreed SLA timelines. Monitoring incident queues, following up with technical teams for SLA compliance, and escalating major incidents to higher-level teams when necessary are essential duties. Effective communication with end-users, stakeholders, and resolver teams is crucial. Providing regular status updates, managing stakeholder expectations, and preparing incident status reports are vital components of maintaining clear communication throughout the incident resolution process. Process compliance and documentation are integral parts of this role. You must strictly adhere to the ITIL-aligned Incident Management process, suggest improvements where necessary, and ensure that all updates, workarounds, and resolutions are accurately documented in the knowledge base for future reference. Key deliverables include accurate and timely incident logging, SLA compliance for response and resolution, smooth escalation and coordination for major incidents, and maintaining quality documentation and updates in the ITSM tool. To excel in this role, you should possess technical/process knowledge, familiarity with the ITIL framework, basic understanding of IT infrastructure components, experience with ITSM tools, excellent communication skills, strong organizational abilities, and a customer-first mindset. A minimum of 3 years of experience in a Service Desk/Incident Coordination role in an IT environment and exposure to ITIL processes are required. Shift work including 24x7 coverage and availability during weekends and public holidays may be necessary based on the support roster. Join us in this dynamic role where your contributions will play a vital part in ensuring efficient incident management and service delivery in an IT environment.,