Incident Coordinator
TECEZERepublic Of India, IN8 days ago
Job descriptionEducation : Technical Graduate OR 3-year Diploma in Electronics & Telecommunication / Computer Engineering OR Graduate with 1-2years of relevant IT support coordination experience (ITES / BPO preferred) Certifications : ITIL v3 or v4 Foundation – Trained / Certified candidates preferred Skills : Strong communication and coordination skills Experience in ticketing tools and ITSM processes Ability to multitask and work effectively in 24x7 operations
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
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Incident Coordinator • Republic Of India, IN