Incident Coordinator

Brennan; Navi Mumbai; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Training bonuses

Culture awards

Daredevils trip (all‑expenses paid)

Social activities

Discounted hardware/software

Learning and development environment

Job summary

Brennan is seeking an experienced Incident & Problem Manager to own end-to-end management of P1/P2 incidents across multiple business units. You will coordinate technical teams, vendors and stakeholders to restore services within SLA, run bridge calls and war rooms, and provide timely updates to customers and leadership.

The role supports a 24x7 operations model and drives RCA, known errors, and post‑incident reviews.

Responsibilities

• Own end‑to‑end lifecycle of P1/P2 incidents with minimal business impact.
• Coordinate technical teams, stakeholders, and vendors to restore services within SLA.
• Initiate and facilitate bridge calls, war rooms, and comms during major incidents.
• Monitor incident queues, escalations and aging tickets for timely resolution.
• Provide timely updates to customers, management and affected stakeholders.
• Maintain incident records, timelines and resolution docs.
• Escalate risks and service‑impacting issues as needed.
• Support 24x7 operational environment and major incident response activities.
• Identify recurring incidents and drive proactive problem investigations.
• Create, track and close Problem Records and coordinate RCA.
• Facilitate problem review meetings and ensure corrective actions.
• Maintain Known Error Database (KEDB).
• Act as primary escalation point for high‑priority operational issues.
• Expedite ticket progression by coordinating with technical, vendor, and management resources.
• Maintain escalation tracking tools and dashboards.
• Prepare and publish Post Incident Reports within timelines.

Skills

Incident management

Stakeholder comms

Root cause analysis

Bridge calls & war rooms

Tools

ServiceNow

Remedy

Job description

Role Responsibility

Brennan. Where true performance thrives. At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organization where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

The Role

The function reports to the Senior Manager of Incident & Problem Management and the purpose of this role is to ensure end to end accountability of managing the Incidents across various business units.

The role will be responsible for overall coordination and facilitation of technical and other resources through service restoration and recovery efforts for escalated incidents.

Incident Management [40%]

• Own and manage the end-to-end lifecycle of P1/P2 incidents with minimal business impact.
• Coordinate technical teams, stakeholders, and vendors to restore services within SLA targets.
• Initiate and facilitate bridge calls, war rooms, and communication channels during major incidents.
• Monitor incident queues, escalations, and aging tickets to ensure timely resolution.
• Provide accurate and timely updates to customers, management, and affected stakeholders.
• Ensure compliance with Incident Management processes and quality standards.
• Drive technical teams to provide regular updates and resolution actions.
• Maintain detailed incident records, timelines, and resolution documentation.
• Escalate risks and service-impacting issues as required.
• Support a 24x7 operational environment and major incident response activities.

Problem Management [30%]

• Identify recurring incidents and trends to proactively detect underlying problems.
• Conduct root cause analysis (RCA) and coordinate problem investigations with technical teams.
• Create, track, and manage Problem Records through to closure.
• Facilitate problem review meetings and ensure corrective actions are assigned and completed.
• Monitor known errors and maintain the Known Error Database (KEDB).

Duty Manager Escalation & Expedite [20%]

• Act as the primary escalation point for high-priority operational and customer issues.
• Acknowledge, assess, and coordinate Duty Manager escalations through to resolution.
• Expedite ticket progression by engaging appropriate technical, vendor, and management resources.
• Maintain and update escalation tracking tools and management dashboards.

Post Incident Reports [10%]

• Prepare and publish Post Incident Reports within agreed timelines following major incidents.
• Document incident timelines, business impact, root causes, and resolution activities.
• Coordinate with technical teams to gather accurate incident information and evidence.
• Facilitate post-incident review meetings and lessons-learned discussions.
• Track corrective and preventive actions to completion.

Key Competencies

Stakeholder involvement

Consistent identification and involvement of stakeholders who need to be consulted in the decision-making process

Establish and maintain effective working relationships with internal and external stakeholders.

Proactively engage relevant stakeholders to gather requirements, feedback, and business insights.

Ensure stakeholder expectations are managed through clear and timely communication.

Adaptability and Multitasking

Adapt to changing work environments, priorities, and organizational needs with a positive attitude. Swiftly process information and manage multiple tasks accurately.

Adapt to changing work environments, priorities, and organizational needs with a positive attitude.

Swiftly process information and manage multiple tasks accurately while maintaining quality standards.

Effectively prioritize workload based on business impact, urgency, and service commitments.

Brennan is an equal opportunity employer.