Incident Management Coordinator

ibex


Date: 2 weeks ago
City: Karachi
Contract type: Full time
Ibex is seeking an Incident Management Coordinator who will ensure seamless operations by managing and resolving technical incidents. In this role, you’ll provide essential support by troubleshooting desktop and network issues, documenting resolutions, and keeping all stakeholders updated. You’ll also assist with project work and escalations, ensuring incidents are resolved quickly and efficiently.

Responsibilities

  • Ensure all incidents and their resolutions are properly executed, documented, and tracked.
  • Handle assigned projects and issues of low to medium complexity as needed.
  • Communicate clearly with clients and partners to relay any disruptions to operational procedures, ensuring consistent and timely notifications.
  • Initiate and manage escalations during technical crises, maintaining close follow-up and real-time debriefing, while providing continuous updates to management until resolution.
  • Analyze each incident’s technical and customer impact to determine the appropriate priority level. Escalate critical issues and collaborate with Service Management and Account Managers to guide technical teams.
  • Keep all stakeholders informed throughout the incident lifecycle via clear and timely incident updates.
  • Monitor service level agreements (SLAs) and actively work to minimize Mean Time to Repair (MTTR) to reduce client impact.
  • Prepare and deliver well-structured technical reports tailored for both business and technical audiences.
  • Address desktop support issues, including Microsoft Office and both client-provided and in-house applications, applying updates and necessary fixes.
  • Basic networking knowledge, including troubleshooting IP-related issues, routers, switches, and utilizing diagnostic commands (e.g., ping, nslookup, ipconfig, tracert), as well as understanding circuits, network topologies, and routing protocols.

Qualifications

  • Bachelor’s degree in Computer Science, IT, or a related field.
  • Experience in Service Desk, Access, Incident, Change, Problem Management, and IT Infrastructure is preferred.
  • Excellent verbal and written communication skills.
  • Technical writing skills.
  • Ability to facilitate, drive, orchestrate, and lead large, diverse groups.
  • Ability to understand ongoing incidents and drive them toward resolution.
  • Willingness to learn and grow.
  • Ability to handle crisis situations and define priorities under pressure, while adhering to fixed procedures.
  • General technical knowledge of Mobile Access, Core IT/Telco, software, and services.
  • Strong analytical skills.
  • Solid understanding of basic to intermediate computing and networking concepts.
  • Ability to translate technical concepts into clear, business-driven reports detailing the impact of computing, disasters, and other disruptions to business operations.
  • Must be able to work unconventional shifts (on-call, after hours, weekends) due to the nature of the work.
  • Strong understanding of ITIL (Information Technology Infrastructure Library) principles.
  • Ability to coordinate with teams of various skill sets to share and obtain technical information.
  • Ability to interact with senior management, external client organizations, and vendors.
  • Strong organizational skills, attention to detail, and flexibility to multitask across tasks with varying deadlines.
  • Ability to comprehend North American, British, or neutral English accents.
  • High-energy self-starter with a bias for action and a sense of urgency to deliver results.
  • Proactive in identifying process improvement opportunities and capable of communicating them to management with supporting evidence and data.

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