Senior Incident Coordinator

Description:

• Ensure that the incidents and resolutions are properly executed and documented.
• Work on other projects/issues of low to medium complexity as assigned.
• Communicate with clients and partners to ensure clarity and uniformity in relaying any hindrance of operating procedures and processes via notifications.
• Triggers and ensures 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.
• Draft and relay technically written reports for both business and technical audiences.
• Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
• Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols).