End-to-End Incident Specialist

23 hours ago

Noida, Uttar Pradesh, India beBeeIncident Full time ₹ 5,00,000 - ₹ 10,00,000
Incident Coordinator Role

The ideal candidate will be responsible for comprehensive incident management, proactive alert monitoring, and timely ticket resolution in a dynamic 24x7 support environment.

Key Responsibilities:
  • Alert Monitoring & Management: Monitor infrastructure alerts and notifications. Log tickets based on alerts using defined Standard Operating Procedures (SOPs).
  • Incident & Ticket Resolution: Collect and share system logs with L2 support or Incident Managers. Update log notes, manage ticket lifecycle, and ensure timely closure. Raise tickets with external service providers as needed.
  • Coordination & Communication: Coordinate with internal teams for issue resolution and update ticket status. Facilitate and manage conference bridges involving all relevant stakeholders. Follow up on action items identified during incident calls.
  • Change & Service Request Handling: Raise change tickets using pre-defined templates. Execute service requests (SRs) as per SOPs.
  • Vendor & Logistics Coordination: Align with ISPs/OEMs and coordinate Field Engineer (FE) visits. Obtain necessary approvals from Data Center Leads, IT Site Leads, and Logistics teams. Coordinate RMA (Return Material Authorization) arrival and returns.
  • Reporting & Analytics: Extract and share reports with appropriate teams and stakeholders.
Required Skills & Qualifications
  • Bachelor's degree in Electronics & Telecommunication / Computer Engineering or equivalent experience in IT support coordination within the ITES/BPO industry.
  • PREFERRED CERTIFICATIONS: ITIL v3 or v4 Foundation (Trained or Certified)
  • BASIC UNDERSTANDING OF ITIL FRAMEWORK AND SERVICE MANAGEMENT PROCESSES
Technical Skills
  • Strong knowledge of network and server devices
  • Basic understanding of monitoring tools, ticketing systems, and ITSM platforms
  • Technical orientation with familiarity in IT infrastructure environments
Soft Skills
  • Strong customer service orientation and problem-solving attitude
  • Excellent communication skills in English (verbal and written)
  • Ability to work under pressure and deliver within tight timelines
  • Strong coordination and interpersonal skills

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