On-call cordinator

2 weeks ago


Navi Mumbai, Maharashtra, India CIEL HR Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Act as the central point of contact for all IT service requests and incidents during on-

call hours.


• Coordinate with field engineers to dispatch them to client or site locations as needed.


• Prioritize and assign tickets based on urgency, location, and engineer availability.


• Monitor the status of open incidents and ensure timely resolution or escalation.


• Communicate clearly with both internal teams and clients regarding ongoing support

activities and timelines.


• Maintain accurate records of incidents, field dispatches, and resolutions in the ITSM or

ticketing system.


• Provide handover documentation and summaries to the day team for follow-up.


• Ensure field engineers have access to all required documentation, access credentials, and

tools to perform their tasks.


• Assist with after-hours troubleshooting remotely if technical expertise is available.

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