Incident Coordinator L1

4 weeks ago

New Delhi, India TECEZE Full time

Incident Coordinator (L1) – Genpact (Onsite) Location:Pune / Jaipur Experience:1-2 years Employment Type:Full-time Payroll:Teceze Shift:24x7 Rotational Shifts About the Role We are seeking a proactive and detail-orientedIncident Coordinator (L1)to join our team supportingGenpact . The role involves monitoring system alerts, managing incident tickets, coordinating with internal and external teams, and ensuring timely resolution of IT issues as per standard operating procedures (SOPs). Key Responsibilities Monitor system alerts and generate corresponding incident tickets. Log and update tickets accurately in the system, maintaining detailed notes throughout the incident lifecycle. Collect and share system logs as per SOPs with L2 / Incident Management teams. 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 with 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 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 GraduateOR3-year Diploma in Electronics & Telecommunication / Computer Engineering OR Graduate with 1-2years 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

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