Incident Coordinator

6 days ago

Noida, Uttar Pradesh, India TECEZE Full time

Job Title:
Incident Coordinator

Location:
Noida

Experience:
1-2 years

Employment Type:
Full-time | Immediate Joiner

Job Summary:

We are seeking a proactive and detail-oriented
Incident Coordinator
to join our IT Operations team in Noida. The ideal candidate will be responsible for monitoring alerts, managing incident tickets, coordinating with technical teams and service providers, and ensuring smooth communication throughout the incident lifecycle. This role demands strong organizational, communication, and multitasking skills to maintain service continuity and meet defined SLAs.

Key Responsibilities:

  • Monitor system alerts and ensure timely
    ticket logging
    for all incidents.
  • Collect and share logs with L2/Incident Management teams as per defined
    SOPs
    .
  • Manage incident tickets throughout their lifecycle — including updates, note logging, and closure.
  • Coordinate and follow up with
    cross-functional teams
    to track progress and obtain status updates.
  • Log tickets with
    service providers
    and facilitate communication for quick resolution.
  • Facilitate conference bridges
    with all relevant stakeholders during major incidents.
  • Raise
    Change Requests
    following approved templates and processes.
  • Align and coordinate with
    ISPs/OEMs
    and manage field engineer access approvals (Data Centre Leads, Site Leads, Logistics).
  • Manage
    RMA (Return Material Authorization)
    — coordinate arrival and return logistics.
  • Execute
    Service Requests (SRs)
    as per SOP guidelines.
  • Extract and share operational and incident reports with relevant teams.

Qualifications & Skills:

  • Education:
  • Technical Graduate OR
  • 3-Year Diploma in Electronics & Telecommunication / Computer Engineering OR
  • Graduate with 1–2 years of experience in IT Support Coordination (ITES/BPO environment preferred).
  • Certifications:
  • ITIL v3 or v4 Foundation (Trained/Certified preferred).
  • Skills Required:
  • Good understanding of
    Incident Management
    processes and ITIL framework.
  • Strong communication, coordination, and analytical skills.
  • Familiarity with
    ticketing tools and monitoring systems
    .
  • Ability to handle multiple incidents and coordinate efficiently under pressure.

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