Role Summary

The Incident Coordinator supports incident and defect management through execution, tracking, and documentation. This role ensures accurate defect tracking, clean backlog management, and consistent follow-through on action items. The Incident Coordinator plays a critical role in enabling effective cross-functional coordination by maintaining visibility into defect progress and supporting structured standup execution across assigned products.  This role is based in India and works in close partnership with US-based Incident Managers to ensure consistent execution, tracking, and cross-regional coordination.

Location & Working Model

• India-based role supporting global incident and defect management operations
• Works closely with US-based Incident Managers to ensure continuous tracking and follow-through
• Provides execution support across time zones to maintain momentum on both incidents and defect management

Core Responsibilities: Incident Support

• Support Incident Managers during Pre-MI and Major Incidents
• Track timelines, actions, owners, and decisions in real time
• Maintain accurate and complete incident documentation
• Assist with stakeholder communications and follow-ups
• Ensure all incident records are clear, organized, and up to date

Core Responsibilities: Defect & Backlog Execution

Standup Support

• Support weekly cross-functional defect standups
• Capture detailed notes, action items, and ownership
• Track progress of action items between meetings
• Ensure updates are reflected accurately in tracking systems

Defect Tracking & Coordination

• Maintain accurate tracking of defects for assigned product(s)
• Ensure each defect has up-to-date:
  • Status
  • Ownership
  • Notes / updates
• Follow up with Engineering and Support on open items
• Ensure defects progress through the lifecycle without unnecessary delays

Backlog Hygiene

• Identify and flag duplicate defects
• Ensure defects meet documentation standards
• Maintain consistency across Jira fields and data
• Support correct classification of issues:
  • Defect
  • Duplicate / symptom
  • Configuration / support issue

Unblocking & Follow-up

• Track blockers impacting defect progress
• Proactively follow up with owners on stalled items
• Escalate risks, delays, or gaps to the Incident Manager
• Ensure aging items remain visible and actively managed

Operational Modes

• Incident Mode: Support active incident coordination, tracking, and documentation
• Defect Management Mode: Execute backlog tracking, updates, and follow-ups
• Shift focus based on incident volume and business priority

KPIs

• Accuracy and completeness of incident documentation
• Timeliness of defect updates and tracking
• Backlog hygiene (duplicate reduction, data accuracy)
• Action item follow-through rate
• Responsiveness in updating and maintaining records

Qualifications

• Experience in technical support, operations, or a related coordination role
• Strong attention to detail and ability to maintain accurate records across multiple workstreams
• Ability to track, follow up, and manage multiple tasks simultaneously
• Clear written and verbal communication skills
• Familiarity with tools such as Jira or similar tracking systems
• Ability to work effectively in a structured, process-driven environment

Preferred Qualifications

• Experience supporting incident management or defect tracking workflows
• Familiarity with software development lifecycle (SDLC) concepts
• Experience working with distributed or global teams