Service Continuity Coordinator

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 :