3,830 Helpdesk Management jobs in India

Job Title : Incident Management

Experience: 1-3 years

Location : Bangalore

1. Active Directory
2. Bit locker
3. Service Now Ticketing tool.
4. Troubleshooting
5. Incident management
6. Candidate Should have experience in International Tech Support

Description :

We are looking for an experienced Incident Management professional to join our team. The successful candidate will be responsible for managing incidents and ensuring that issues are resolved in a timely and effective manner. The ideal candidate should have 1-3 years of experience in a similar role in the Indian job market.

• Monitor and manage incidents, ensuring that issues are resolved in a timely and effective manner
• Work closely with other teams to identify and resolve issues
• Document incidents and provide regular updates to stakeholders
• Provide support to end-users and resolve issues as required
• Contribute to the development of incident management processes and procedures

• 1-3 years of experience in a similar role
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work well under pressure
• Experience with incident management tools and systems
• Understanding of ITIL best practices
• Bachelor's degree in Computer Science or a related field

Teamware Solutions is seeking a proficient Incident Management Specialist to join our IT Operations team. You'll be crucial in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure, ensuring rapid service restoration and continuous improvement.

• Act as the primary point of contact for major incidents , driving their resolution from identification through to service restoration.
• Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
• Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs) .
• Facilitate incident bridge calls , providing timely updates to stakeholders, management, and affected users.
• Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
• Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
• Develop and maintain incident management procedures, runbooks, and playbooks.
• Utilize IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

• Proven experience in an Incident Management role within an IT operations or service delivery environment.

Skills Required:

• Strong understanding and practical experience with ITIL framework concepts , particularly Incident Management processes .
• Experience in leading and coordinating technical teams during critical incidents.
• Proficiency with IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira Service Management ).
• Excellent communication skills , both written and verbal, for technical and non-technical audiences.
• Strong analytical and problem-solving abilities under pressure.
• Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
• Basic understanding of IT infrastructure components (networks, servers, applications, databases).

Preferred Skills:

• ITIL Foundation certification (v3 or v4).
• Experience with major incident management specific methodologies.
• Knowledge of other ITIL processes like Problem Management and Change Management.
• Familiarity with monitoring tools and alert management systems.

Teamware Solutions is seeking a proficient Incident Management Specialist to join our IT Operations team. You'll be crucial in minimizing the impact of IT service disruptions, overseeing the entire incident lifecycle from detection and logging to diagnosis, resolution, and closure, ensuring rapid service restoration and continuous improvement.

• Act as the primary point of contact for major incidents , driving their resolution from identification through to service restoration.
• Lead and coordinate technical teams (network, server, application, security) during incidents, ensuring clear communication and efficient problem-solving.
• Log, classify, prioritize, and assign incidents, adhering to established Service Level Agreements (SLAs) .
• Facilitate incident bridge calls , providing timely updates to stakeholders, management, and affected users.
• Ensure comprehensive documentation of all incident details, actions taken, and resolutions for post-incident review and knowledge building.
• Conduct post-incident reviews (PIRs) or contribute to Problem Management processes to identify root causes and preventive measures.
• Develop and maintain incident management procedures, runbooks, and playbooks.
• Utilize IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Management) effectively for incident tracking and reporting.

• Proven experience in an Incident Management role within an IT operations or service delivery environment.

Skills Required:

• Strong understanding and practical experience with ITIL framework concepts , particularly Incident Management processes .
• Experience in leading and coordinating technical teams during critical incidents.
• Proficiency with IT Service Management (ITSM) platforms (e.g., ServiceNow, Jira Service Management ).
• Excellent communication skills , both written and verbal, for technical and non-technical audiences.
• Strong analytical and problem-solving abilities under pressure.
• Ability to prioritize tasks, manage multiple incidents simultaneously, and meet tight deadlines.
• Basic understanding of IT infrastructure components (networks, servers, applications, databases).

Preferred Skills:

• ITIL Foundation certification (v3 or v4).
• Experience with major incident management specific methodologies.
• Knowledge of other ITIL processes like Problem Management and Change Management.
• Familiarity with monitoring tools and alert management systems.

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Location:

Hyderabad, Noida, Gurugram

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices

Job Title:

Incident Management Coordinator – L1

Department:

IT Operations / Service Desk

Reports To:

Incident Manager or IT Operations Lead

Location:

Remote/Hybrid

Role Purpose:

The Incident Management Coordinator (L1) is responsible for monitoring, logging, categorizing, and prioritizing incidents in alignment with the ITIL framework. This role acts as the first point of contact for incident lifecycle management, ensuring timely communication, escalation, and resolution coordination with technical teams to minimize service disruption.

Key Responsibilities:

Incident Logging & Triage (L1)

• Act as the first point of contact for all IT service interruptions reported via phone, email, chat, or monitoring tools.
• Accurately log incidents into the IT Service Management (ITSM) tool with sufficient detail (time, impact, urgency, affected CI).
• Classify and prioritize incidents according to defined ITIL priority matrix (impact vs urgency).
• Perform initial diagnosis and attempt first-line resolution wherever possible.

Incident Coordination & Escalation

• Ensure incidents are assigned to the correct resolver groups within agreed SLA timelines.
• Monitor incident queues and follow up with technical teams to ensure SLA compliance.
• Escalate major or high-impact incidents to L2/L3 teams and the Incident Manager as per escalation matrix.
• Support the Major Incident Manager by providing accurate and timely information.

Communication & Stakeholder Updates

• Provide regular status updates to end-users, stakeholders, and resolver teams until incident resolution.
• Maintain clear communication with affected customers and ensure their expectations are managed.
• Prepare incident status reports as per process (daily/shift-wise).

Process Compliance & Documentation

• Work strictly within the ITIL-aligned Incident Management process and suggest improvements where needed.
• Ensure all updates, workarounds, and resolutions are documented in the knowledge base for future reference.
• Adhere to agreed KPIs and SLAs for first-time resolution and response times.

Key Deliverables:

• Accurate and timely incident logging.
• SLA compliance for response and resolution.
• Smooth escalation and coordination for major incidents.
• Quality documentation and updates in the ITSM tool.

Required Skills & Experience:

Technical/Process Knowledge

• Familiarity with ITIL framework (ITIL v4 Foundation certification preferred).
• Basic understanding of IT infrastructure components (servers, networks, applications).
• Experience with ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).

Soft Skills

• Excellent communication (written and verbal) to interact with end-users and technical teams.
• Strong organizational and multitasking abilities.
• Customer-first mindset and ability to handle pressure during major incidents.

Experience Level

• 1–3 years in a Service Desk / Incident Coordination role in an IT environment.
• Prior exposure to ITIL processes in a managed services or global support center is highly desirable.

Shift & Availability:

• 24x7 shift coverage may be required (rotational).
• Ability to work during weekends/public holidays as per support roster.

#teceze #itil #itservices