Incident 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 :

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.