Incident Minder - INTL India

Job Description Role Summary The Incident Minder is responsible for moving incidents efficiently from opening to closure. This role focuses on coordination, communication and operational follow-through during active incidents. The goal is to ensure incidents are handled consistently, updates are timely and no issues stall due to lack of ownership. This role supports customer trust by ensuring predictable and disciplined incident handling during high-volume periods. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements Key Responsibilities u2003u2022 Own the lifecycle management of assigned incidents from open to closed u2003u2022 Ensure timely updates in Incident IO and associated communication channels u2003u2022 Proactively follow up with engineering and support teams for status updates u2003u2022 Confirm clear ownership for every active incident u2003u2022 Maintain incident documentation accuracy and completeness u2003u2022 Escalate stalled or aging incidents appropriately u2003u2022 Ensure incidents meet defined closure criteria before resolution u2003u2022 Support handoff of closed incidents to Post-Incident Learning team What Success Looks Like u2003u2022 Incidents move cleanly through lifecycle stages u2003u2022 Reduced backlog of aging or stalled incidents u2003u2022 Consistent and timely updates across time zones u2003u2022 Clear documentation within Incident IO u2003u2022 Strong coordination across engineering, support and product teams Qualifications u2003u2022 Experience in incident management, technical support or operations u2003u2022 Comfortable coordinating across technical teams u2003u2022 Strong written communication skills u2003u2022 Ability to manage multiple concurrent workstreams u2003u2022 Familiarity with tools such as Incident IO, Jira, Slack or similar platforms u2003u2022 Able to work independently within defined process guidelines Ideal Profile u2003u2022 Process-oriented and detail-driven u2003u2022 Calm and structured in high-volume environments u2003u2022 Comfortable pushing for updates and accountability u2003u2022 Able to operate effectively across time zones

Created: 2026-02-23