Incident Coordinator

JOB DESCRIPTION:

Coordinates the implementation of Incident Management Process within the assigned shift.
Drive the Critical Incident Management process lifecycle as defined. Work towards faster resolution of critical Incidents by bringing in the concerned Resolver teams together.
Handles escalation (Major/Critical Incidents).
Ensures effective coordination of incident management activities to restore services within SLA
Effective co-ordination / accurate, detailed and timely communication of activities to restore service between Support Groups, Management, and Project.
Maintain/source all relevant data pertaining to critical Incidents, so as to be able to prepare any reports required by Senior Leadership.
Suggest service improvement initiatives based on day-to-day experience gained from handling critical Incidents.
Advise the opening and tracking the ticket with Problem management where Major/Critical Incidents (more than 3) are reoccurring and root cause is unknown.
Follow up with the Service Provider for escalated RFO (Reason for Outage).
Resolve customer escalations and enhance customer satisfaction.

JOB REQUIREMENTS:

Bachelor’s Degree in IT related field is preferred.
2 or more years’ experience in Information Technology and Incident Management and IT Operation
Strong verbal and written communication skills, with the ability to translate technical information to business terminology.
Possesses strong attention to detail, leadership, problem solving and analytical skills.
High level understanding of multiple IT platforms (i.e. Cloud, Network and
System Appliance, Monitoring tools, CloudFlare, Security and Programming skills)
Excellent analytical skills and a proven track record in developing and implementing innovative solutions to complex business problems
Excellent in planning, designing, implementing and supporting ITSM processes
Experience with ITSM iTOP or any ticketing system
ITIL Certified