IT Support Coordinator

Incident Coordinator

Location : Noida

Experience : 1-2 years

Employment Type : Full-time

Shift : 24x7 Rotational Shifts

About the Role

We are seeking a proactive and detail-oriented Incident Coordinator (L1) to join our team supporting Genpact . The role involves monitoring system alerts, managing incident tickets, coordinating with internal and external teams, and ensuring timely resolution of IT issues as per standard operating procedures (SOPs).

Key Responsibilities

• Monitor system alerts and generate corresponding incident tickets.
• Log and update tickets accurately in the system, maintaining detailed notes throughout the incident lifecycle.
• Collect and share system logs as per SOPs with L2 / Incident Management teams.
• Coordinate and follow up with internal teams for ticket updates and action items.
• Log tickets with external service providers and facilitate communication between stakeholders.
• Host and manage conference bridges for critical incidents with all concerned parties.
• Raise and manage change tickets using defined templates.
• Coordinate with ISPs / OEM Field Engineers (FEs) for site access, approvals, and logistics.
• Oversee RMA (Return Material Authorization) process — including arrival and return coordination.
• Execute service requests (SRs) in line with SOPs.
• Generate and share periodic reports with relevant teams.

Qualifications & Skills