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 1–2 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