Incident Coordinator

3 days ago


New Delhi, India TECEZE Full time

Job Title:Incident Coordinator Location:Noida Experience:1-2 years Employment Type:Full-time | Immediate Joiner Job Summary: We are seeking a proactive and detail-orientedIncident Coordinatorto join our IT Operations team in Noida. The ideal candidate will be responsible for monitoring alerts, managing incident tickets, coordinating with technical teams and service providers, and ensuring smooth communication throughout the incident lifecycle. This role demands strong organizational, communication, and multitasking skills to maintain service continuity and meet defined SLAs. Key Responsibilities: Monitor system alerts and ensure timelyticket loggingfor all incidents. Collect and share logs with L2/Incident Management teams as per definedSOPs . Manage incident tickets throughout their lifecycle — including updates, note logging, and closure. Coordinate and follow up withcross-functional teamsto track progress and obtain status updates. Log tickets withservice providersand facilitate communication for quick resolution. Facilitate conference bridgeswith all relevant stakeholders during major incidents. RaiseChange Requestsfollowing approved templates and processes. Align and coordinate withISPs/OEMsand manage field engineer access approvals (Data Centre Leads, Site Leads, Logistics). ManageRMA (Return Material Authorization)— coordinate arrival and return logistics. ExecuteService Requests (SRs)as per SOP guidelines. Extract and share operational and incident 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 experience in IT Support Coordination (ITES/BPO environment preferred). Certifications: ITIL v3 or v4 Foundation (Trained/Certified preferred). Skills Required: Good understanding ofIncident Managementprocesses and ITIL framework. Strong communication, coordination, and analytical skills. Familiarity withticketing tools and monitoring systems . Ability to handle multiple incidents and coordinate efficiently under pressure.


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