{"id":2537237,"url":"https://alion.io/job/keyloop-major-incident-co-ordinator","title":"Major Incident Co-ordinator","company":{"id":7846,"name":"Keyloop","domain":"keyloop.com","url":"https://alion.io/company/keyloop","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":81,"open_postings":12,"ghost_share":0.083,"stale_share":0.5,"repost_share":0.083,"time_to_fill_p50_days":53,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Copilot","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"closed","first_seen_at":"2026-10-09T12:48:56Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-15T13:17:03Z","board_verified":false,"closed_at":"2026-10-15T13:17:03Z","days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Key Responsibilities\nIncident Management\nOversee all Major and critical incidents, ensuring SLA compliance\n\nOwn and manage business-critical escalations and communication to all management levels\n\nTake full ownership of issues from identification through resolution\n\nLiaise with partners and suppliers, providing regular proactive updates\n\nRoot Cause Analysis & Improvement\nLead RCA for all major incidents within Keyloop and 3rdParty providers\n\nIdentify trends and patterns to prevent recurring issues\n\nDocument learnings and share knowledge across teams\n\nDrive continuous improvement initiatives\n\nReporting & Communication\nCreate and maintain operational dashboards for real-time monitoring\n\nPrepare executive summaries for senior management\n\nUse automation tools (Copilot, etc.) to summarize meetings and generate reports\n\nProvide clear communication to both technical and non-technical stakeholders\n\nSystem Management\nManage incidents and workflows using Jira and Jira Service Management (JSM)\n\nKeep all systems updated with current status and actions\n\nMonitor for fraudulent activity and raise security incidents as needed\n\nRequired Qualifications\nExperience\nMinimum of 5+ years in IT, Infrastructure and Cloud Services\n\nStrong Working knowledge with: Application integration, AWS and other Cloud Services, Middleware, Data Centres, Networks, Compute and Databases\n\nTechnical Skills\nAdvanced proficiency in Jira and Jira Service Management\n\nDashboard creation and metrics analysis\n\nAutomation tools and AI assistants (Copilot)\n\nITIL framework and incident management best practices\n\nEssential Skills\nExcellent written and verbal communication\n\nAbility to translate complex technical issues into clear executive summaries\n\nStrong problem-solving and analytical skills\n\nCalm under pressure during high-level escalations\n\nDiplomatic and professional manner\n\nTime management with ability to handle multiple priorities\n\n\"Can do\" attitude with hands-on 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