Incident Coordinator

Job Title: Incident Coordinator (L1)

Location: Genpact Site (Global Locations)

Shift: 24x7 Rotational Shifts

Experience:1-3 years

Role Overview:

We are seeking a highly motivated and detail-oriented Incident Coordinator (L1) to join our IT operations team. The ideal candidate will be responsible for end-to-end incident coordination, alert monitoring, ticket management, and cross-team communication to ensure timely and effective issue resolution in a global 24x7 support environment.

Key Responsibilities:

Monitoring & Alert Management:

Monitor infrastructure alerts and notifications.

Log tickets based on alerts using defined SOPs.

Incident & Ticket Management:

Collect and share system logs with L2 support or Incident Managers.

Update log notes, manage ticket lifecycle, and ensure timely closure.

Raise tickets with external service providers as needed.

Coordination & Communication:

Coordinate with internal teams for issue resolution and update ticket status.

Facilitate and manage conference bridges involving all relevant stakeholders.

Follow up on action items identified during incident calls.

Change & Service Request Handling:

Raise change tickets using pre-defined templates.

Execute service requests (SRs) as per SOPs.

Vendor & Logistics Coordination:

Align with ISPs/OEMs and coordinate Field Engineer (FE) visits.

Obtain necessary approvals from Data Center Leads, IT Site Leads, and Logistics teams.

Coordinate RMA (Return Material Authorization) arrival and returns.

Reporting:

Extract and share reports with appropriate teams and stakeholders.

Qualifications:

Technical Graduate or 3-Year Diploma in Electronics & Telecommunication / Computer Engineering or

Any Graduate with 12 years of relevant experience in IT support coordination within the ITES/BPO industry.

Preferred Certifications:

ITIL v3 or v4 Foundation (Trained or Certified preferred)

Basic understanding of ITIL framework and service management processes.

Technical Skills:

Strong knowledge of network and server devices

Basic understanding of monitoring tools, ticketing systems, and ITSM platforms

Technical orientation with familiarity in IT infrastructure environments

Soft Skills:

Strong customer service orientation and problem-solving attitude

Excellent communication skills in English (verbal and written)

Ability to work under pressure and deliver within tight timelines

Strong coordination and interpersonal skills