Incident Coordinator

4 weeks ago


Lahore, Punjab, Pakistan IBEX Global Full time
Incident Coordinator
IBEX Global, Pakistan

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.
  • Trigger 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.
  • Provide a technical and customer impact analysis of every incident to set the appropriate incident priority, escalate blocking issues, and cooperate with Service Management and Account managers to support and provide problem direction to the technical teams.
  • Continuously inform all stakeholders on the status of their problem through Incident Notification.
  • Ensure and follow up on SLA and push 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 crisis situations 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.
  • Due to the nature of this work, must be able to work unconventional shifts (on call/afterhours/weekends).
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