Incident Coordinator-L2

4 days ago

Hyderabad, Telangana, India TECEZE Full time ₹ 5,00,000 - ₹ 12,00,000 per year


New Opportunity –
L2 Incident Coordinator

Location: Hyderabad

Duration:
12 Months - extendable

Shift:
Rotational Shift

SOW:

Major / Critical Incident Manager

Function:
IT

Location:
Hyderabad, India

Roles and Responsibilities

  • Manage Major IT Incidents across multiple platforms and technologies throughout the organization.
  • Drive conference bridges/chats and manage communication for high-priority incidents (P1/P2/P3) in a 24×7 environment.
  • Own end-to-end accountability of major incidents with business, financial, regulatory, or reputational impact.
  • Drive quick restoration of impacted services while ensuring service levels are met.
  • Monitor ServiceNow queue and manage tickets assigned to the team.
  • Publish timely notifications and updates for senior leadership.
  • Improve efficiency and effectiveness of the Incident Management process.
  • Ensure all IT teams follow the incident management processes consistently.
  • Act as the shift in-charge for application and infrastructure teams, making decisions to reduce risk and ensure business continuity.
  • Monitor and evaluate incident management effectiveness; recommend improvements as needed.
  • Identify operational improvement areas and recommend process enhancements to Service Owners.
  • Develop, maintain, and continuously improve major incident processes and procedures.
  • Prepare Daily, Weekly, and Monthly incident reports.
  • Manage transition activities for Infrastructure Operations shifts.
  • Monitor multi-service provider incident resolution and ensure SLA compliance.
  • Guide internal and external service providers in fulfilling incident management responsibilities.
  • Escalate incidents at risk of SLA/OLA breach to leadership.
  • Establish continuous improvement cycles by reviewing process roles, activities, policies, and supporting technology.
  • Promote adherence to Incident Management policies and processes.
  • Ensure Incident Management processes align with industry and business best practices.

Minimum Qualifications

  • Minimum 2
    + years
    of experience as a Major/Critical Incident Manager.
  • Advanced knowledge of
    Networks, Servers, Telephony, and Cloud
    technologies.
  • Must have technical certifications such as
    MCP/CCNA/Advanced Diploma
    .
  • ITIL Foundation Certified
    (Trained, Tested, and Certified).
  • Experience working with
    ServiceNow
    (ticketing tool).
  • Excellent
    English communication skills
    – written and verbal – with ability to interact across all levels of management.
  • Strong knowledge and hands-on experience in
    Major Incident Management
    .
  • Stable work history (no frequent job changes).
  • Strong interpersonal and teamwork skills.
  • Ability to work in
    24×7 rotational shifts
    , including urgent support during holidays or after office hours.
  • Assertive, proactive, and able to work in a fast-paced environment.
  • Exceptional organizational, prioritization, and multi-tasking abilities.
  • High level of energy, flexibility, and adaptability.

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