Incident Coordinator

1 week ago


Bengaluru, India Rakuten Full time

Job Description:
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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