Critical Incident Coordinator

Job Description: Incident Manager – Level 2 Role Overview The Incident Manager – Level 2 is responsible for managing high-impact incidents, ensuring quick resolution, minimizing business disruption, and driving effective communication between technical teams, stakeholders, and leadership. This role acts as an escalation point for Level 1 and is accountable for end-to-end incident lifecycle management.

Key Responsibilities Incident Management Monitor, triage, and manage major and high-priority incidents (P1/P2) from detection to closure. Lead incident bridge calls, coordinating cross-functional teams to ensure swift resolution. Ensure proper incident categorization, prioritization, and assignment to technical teams. Drive adherence to SLAs and minimize service downtime. Communication & Coordination Serve as primary communication point during major incidents. Provide timely and accurate incident updates to stakeholders, leadership, and business users. Escalate issues proactively when resolution is at risk. Root Cause & Post-Incident Activities Coordinate with problem management teams for root cause analysis (RCA). Ensure post-incident reviews (PIR) are conducted, documented, and action items are tracked. Identify recurring issues and recommend improvements. Process & Continuous Improvement Support process standardization based on ITIL best practices. Contribute to incident management documentation, playbooks, and SOPs. Identify gaps in monitoring, alerting, or workflows and propose improvements. Tools & Reporting Use ITSM platforms (ServiceNow, JIRA Service Management, etc.) for tracking and reporting. Generate daily/weekly/monthly incident reports and analytics. Highlight trends and recurring patterns to improve service reliability. Required Skills & Qualifications Technical & Functional Skills Strong understanding of ITIL V3/V4 processes (Incident, Problem, Change). Experience handling major incidents in enterprise environments. Familiarity with infrastructure, networking, cloud technologies, and application support concepts. Proficiency with ITSM tools like ServiceNow or Remedy. Soft Skills Excellent communication and stakeholder management skills. Ability to remain calm under pressure and manage high-stress situations. Strong analytical and decision-making capabilities. Skilled at conflict resolution and facilitating collaboration. Experience 2–5 years of experience in incident management or related IT service operations roles. Prior experience leading bridge calls and managing P1/P2 incidents. Certifications (Preferred) ITIL Foundation (V3 or V4) Incident Management certifications or training Cloud certifications (AWS/GCP/Azure) are a plus Key Competencies Critical thinking Time management Cross-team coordination Documentation & reporting Accountability & ownership

Interested can share profile to:

hemamalini.dhanasekaran@cbts.com