Incident Coordinator

4 days ago

Thane, India CARE INFOTECH Full time

We are seeking a detail-oriented and proactive **Incident Coordinator** to manage, track, and coordinate the resolution of IT incidents and service disruptions. The role involves acting as a central point of contact during incidents, ensuring timely communication, coordinating with technical teams, and driving incidents to closure while minimizing business impact.

**Key Responsibilities**
- Act as the primary point of contact for all major incidents and service disruptions.
- Coordinate and facilitate incident resolution by engaging the right technical and support teams.
- Ensure proper incident classification, prioritization, and escalation according to SLAs.
- Maintain accurate incident records, timelines, and communications throughout the lifecycle.
- Conduct incident reviews and root cause analysis (RCA) with support teams.
- Provide timely updates and status reports to stakeholders and management.
- Ensure compliance with incident management processes and ITIL best practices.
- Support continuous improvement by identifying recurring issues and suggesting preventive measures.
- Collaborate with problem management and change management teams to prevent future incidents.

**Required Skills & Qualifications**
- Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
- Proven experience in IT Service Management or similar role.
- Strong knowledge of **ITIL frameworks** (Incident, Problem, and Change Management).
- Excellent communication, coordination, and stakeholder management skills.
- Ability to work under pressure and manage multiple high-priority incidents simultaneously.
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk, BMC Remedy, etc.).
- Strong analytical and problem-solving abilities.

**Job Types**: Permanent, Contractual / Temporary
Contract length: 12 months

Pay: ₹15,000.00 - ₹18,000.00 per month

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