Incident Coordinator

6 days ago

Bengaluru, India Rakuten Full time

**Incident Coordinator**

Working in the area of information technology, an Incident Coordinator is essentially responsible for the upkeep and smooth operations of IT systems. They oversee all aspects of the incident coordination process, from evaluation to resolution. An Incident Coordinator records all issues and helps to design ways to prevent similar problems in the future. He or she will coordinate between technical support teams, create procedures to deal with problems and develop or figure out solutions.

**Duties & Responsibilities**
Incident Coordinator must be able to handle various tasks in order to successfully meet all of the demands of this job. The following are core Incident Coordinator duties and responsibilities.

**Provide support to Employees & Customers**

**Create Incident Report**
Keeping a log of incidents is an important task of Incident Coordinator. This not only helps them to keep track of any issues and ensures resolution, but also assists them in examining incidents and establishing processes to help prevent or minimize similar problems from arising

**Implement Effective Procedures**
An Incident Coordinator will develop procedures and policies by which technical support teams will operate. These processes will be applied to help in such areas as service failures and cyber security threats. They will also train support engineers.

**Incident Coordinator Skills**
**Core Skills**
- Coordination on bridge calls across teams, groups, sections, departments.
- Maintaining incident logs and processing incident reports for review with upper management
- Solving complex problems with information technology software and hardware
- Providing training for technical support teams
- Developing procedural manuals for various IT issues

**Advanced Skills**
- Ability to handle and perform in stressful situations

**Flow**
- Incident Coordination (Taking Notes on Bridge calls, RCA coordination)
- Ticket Creation (Incident, Service Requests)
- Incident Categorization / Prioritization (Critical, High, Medium, Low)
- Incident Resolution
- Incident Closure

**Other Skills**
- Hands on experience on Linux variants
- Exposure to public cloud technologies and virtualization
- Understanding of Jenkins CI/CD pipelines
- Familiarity with monitoring tools like Grafana, Prometheus, Kibana etc
- Basic troubleshooting skills on network (TCP/IP, DNS, DHCP, Routing, Switching, Traceroute, TCPDump, Wireshark etc)
- Capable of self-learning on job

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