Incident Management Coordinator

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined

  ITIL priority matrix

  (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices