lahore, karachi

Incident Coordinator

Job Overview

The Incident Coordinator will hold the responsibility for driving major incidents through to resolution in accordance with agreed procedures and service levels and provide a command and control presence on Bridges and Incident Calls

Job Description

  • The Incident Coordinator will hold the responsibility for driving major incidents through to resolution in accordance with agreed procedures and service levels and 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 a 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 Specifications

  • Bachelor’s Degree in Information Technology, Computer Science, or related field.
  • 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
  • Due to the nature of this work, must be able to work unconventional shifts (on-call/after-hours/weekends)
  • We encourage you to be prepared and ready for a challenging evaluation session and possibly an invigorating career ahead!

Perks & Benefits

  • Bi-Annual Bonuses
  • OPD (for complete family)
  • Provident Fund
  • Medical Insurance
  • Group Life Insurance
  • Annual Leaves/ Casual Leaves
  • EOBI
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lahore karachi

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

24th floor, Sky Tower West Wing, Dolmen, HC-3, Block 4, Marine drive, Clifton, Karachi-75600.

Phone +92.111.874.874

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lahore, karachi

Incident Coordinator

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Incident Coordinator

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