Coordinate the resolution of Major Incidents, including P1, P2 and applicable P3 incidents, within a complex multi-supplier setting. Monitor alerts and incoming incidents, validate that records contain sufficient diagnostic information, and ensure incidents are correctly logged, categorized, prioritized, assigned and updated in the approved ITSM tools. Coordinate with the Service Desk, Level 2 and Level 3 support, SRE, DevOps, network, security and third-party providers to facilitate investigation and service restoration.

Support the establishment and operation of technical, management and business bridges, maintain incident timelines, capture actions and decisions, and provide bridge details to the required participants. Prepare and distribute initial, progress, restoration and closure communications using approved templates, channels and distribution lists.



Escalate unresolved incidents to the Major Incident Manager when priority, business impact or SLA thresholds are reached.

Maintain accurate incident records, confirm restoration and resolution status, and ensure information is available for subsequent reviews. Support post-incident activities by creating or coordinating RCA sub-cases, arranging initial RCA meetings, raising Problem records where required, and tracking PIR actions. Participate in shift handovers, governance reviews and Command Centre process-improvement activities.

Maintain operating procedures covering incident communications, alert handling, bridge activation, scheduled-maintenance monitoring and escalation.

📌 Incident Coordinator (Pune)
🏢 Trigent Software
📍 Pune