Incident Coordinator

About the Role

The purpose of this role is to ensure end-to-end accountability of managing 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. This function reports to the Senior Manager of Incident & Problem Management.

Key Responsibilities

• 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.

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