Incident Coordinator

IBEX Global; Lahore; On-site; PKR 800,000 - 1,200,000; Full time

Job summary

A leading company in the IT and Services sector is looking for an Incident Coordinator to manage major incidents and ensure timely resolution. The position requires a bachelor’s degree in IT or Telco and strong analytical and communication skills. Applicants should be prepared to handle crises and work unconventional shifts in a dynamic office environment.

Qualifications

• Bachelor degree in IT or Telco or equivalent experience.
• General technical knowledge in Mobile Access, Core IT/Telco.
• Ability to thrive in crisis situations.

Responsibilities

• Drive major incidents to resolution according to procedures.
• Provide command and control during incidents.
• Ensure activities and resolutions are executed and documented.

Skills

Analytical skills

Presentation skills

Crisis management

Technical knowledge in Mobile Access, Core IT/Telco

Communication skills

Education

Bachelor degree in IT or Telco

Job description

Bachelor degree in IT or Telco, or equivalent through experience.

• The Incident Coordinator will Hold the responsibility for driving major incidents through to resolution in accordance with agreed procedures and service levels.
• Provide a command and control presence on Bridges and Incident Calls
• Ensure that the activities and resolution are properly executed and documented
• Work on other projects/issues of low to medium complexity as assigned
• Triggers and ensure Management or Technical Escalation in case of technical crisis with close follow up on the escalation and continuous communication. He/she debriefs in real time and reports to management on the incident resolution
• Provides a technical and customer impact analysis of every incident to set the appropriate incident priority, escalates blocking issues, and cooperates with Service Management and Account managers to support and provide problem direction to the technical teams
• Continuously informs all stakeholders on the status of their problem through Incident Notification.
• Ensures and follows up SLA and pushes for a short MTTR (Mean Time to Repair) to reduce client impact.

Job Specification

Knowledge/Skills/Ability:

• Ability to facilitate, drive, orchestrate, and lead large diverse groups
  Strong verbal, written and presentation skills.
• Willingness to learn and grow.
• Able to handle in crisis-situation and define priorities under pressure but within fixed procedures
• General technical knowledge in Mobile Access, Core IT/Telco and services
• Good analytical skills.

Physical Demands & Work Conditions:

• General office environment.
• May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. ·
  No special physical demands required
• No special physical demands required
• Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).

Information Technology and Services - Lahore, Pakistan