About this role
Capgemini
Role Description: We're looking for a passionate and experienced Incident Coordinator (English Speaking) to join our vibrant team! As the Incident Coordinator, you will be responsible for managing and coordinating incident resolution activities, ensuring timely restoration of services, minimizing business impact, and maintaining effective communication with stakeholders throughout the incident lifecycle.
Responsibilities
- Coordinate and manage incidents across IT and business teams to ensure timely resolution.
- Act as the primary point of contact during major incidents and drive resolution efforts.
- Monitor incident queues and prioritize tickets based on impact and urgency.
- Facilitate incident bridge calls and ensure clear communication among technical teams and stakeholders.
- Ensure proper incident documentation, tracking, and updates in ITSM tools.
- Perform incident trend analysis and contribute to continuous service improvement initiatives.
- Escalate critical issues to relevant stakeholders and management as required.
- Support post-incident reviews and root cause analysis (RCA) to prevent recurrence.
Experience & Qualification:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (preferred).
- Minimum 2–5 years of experience in IT Service Management, Incident Management, or Service Desk operations.
- Proven experience in managing major incidents and coordinating cross-functional teams.
- In-depth understanding of ITIL framework and incident management processes.
- Excellent communication, interpersonal, and problem-solving skills.
- Fluency in written and spoken English.
- Strong analytical and reporting skills.
- Proficiency in ITSM tools, including ServiceNow, BMC Remedy, or similar platforms.
Ref. code:
-
500409
-
Location Cairo, EG
-
Brand Capgemini
Professional Community:
- Cloud Infrastructure Management