Job Overview:

The IT Tickets Coordinator will act as the central point of coordination for incidents, service requests, and security-related tickets raised by the Global SOC Team and other stakeholders. The role is responsible for ensuring timely communication, follow-up, tracking, escalation, and closure of tickets while facilitating collaboration between IT Infrastructure, Cybersecurity, vendors, and business stakeholders.

Required Skills

- Incident Management or IT Service Management certifications
- Strong coordination and follow-up skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities and stakeholders simultaneously.
- Positive understanding of IT Infrastructure and Cybersecurity operations.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
- Strong documentation and organizational skills.

Certifications:

- ITIL /ISO 20000/ISO27001 or any other IT Service Management Certification (optional)

Experience: Around 4 Years of Experience in IT Helpdesk Management

Personal attributes:

- Address customer inquiries or issues promptly and professionally
- Clear and concise communication is essential for understanding requirements & expectations

Work Environment:

- Posting at Greater Noida,
- General Shift (5 day Work from Office)

Incident & Ticket Coordination

- Monitor and track incidents, alerts, and requests received from the Global SOC Team.
- Create, update, assign, and maintain tickets in the designated ITSM tool (ServiceNow, Jira, etc.).




- Ensure tickets are routed to the appropriate technical teams for action.
- Follow up on pending tickets and drive timely resolution.
- Track ticket aging and highlight overdue items to management.

Stakeholder Communication

- Serve as the primary coordination point between Global SOC, IT Infrastructure, Cybersecurity, vendors, and business stakeholders.
- Communicate incident status, progress updates, and closure notifications to relevant parties.
- Schedule and coordinate incident review meetings, bridge calls, and follow-up discussions.

Escalation Management

- Escalate critical incidents and unresolved issues as per defined escalation matrices.
- Ensure appropriate management visibility for high-priority incidents.
- Track and document escalation actions and outcomes.

Reporting & Governance

- Prepare daily, weekly, and monthly ticket status reports.
- Maintain dashboards for incident trends, SLA compliance, and ticket aging.
- Support audit, compliance, and management reporting requirements.
- Maintain accurate records of ticket activities and communications.

Process Improvement

- Identify bottlenecks in ticket handling and coordination processes.
- Recommend improvements to increase efficiency, transparency, and response times.
- Assist in documenting and maintaining incident management procedures.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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