The Airport domain is growing at a rapid pace – domestically at over 10% and internationally at about 5%, with over 50+ new airports coming up in the next 10 years. WAISL is the only one-of-its-kind in the aviation industry. We handhold the Airports to deliver their services efficiently and effectively. We partner with them on their journey of modernization and digitally transforming themselves.

Incident Coordinator

Job Category: IT Operations
Experience: 3-5 Years
Job Location: Goa
Number of positions: 1


The selected candidate will be responsible to on-site coordination and tracking of GGIAL towards closing incidents by coordinating with stakeholders and also coordinate with local SMEs for problem tickets whenever any major incident ticket occurs




Central Service Desk (CSD)

  • Reports to Incident Manager
  • Participate & Program to migrate GGIAL service desk model to centralized model
  • Contribute inputs, best practices, tools, and techniques to executive an effective CSD for service operations
  • Plan and support for the initiative of FCR tobe handle by CSD team
  • Incident Management

    • Monitors the effectiveness of Incident Management process and making recommendations for improvement Effectively manage diverse set of stakeholders, driving the closure of incident tickets within SLA, work closely together with on-site support team & client as well
    • Alert / Escalate as necessary to avoid SLA breaches, to the central Incident Manager & Service Delivery Head and OPS Manager
    • Collaborate locally with Customer & Service Delivery Head & OPS Manager to proactively identify roadblocks for quick resolution of incidents by maintaining the tracker and coordinate with WAISL SMEs to mitigate the roadblocks

    Major Incident Call

    • For major incident, need to take and updates to Incident Manager and actively participate in the bridge meetings
    • After the incident resolution, coordinate the post incident review with respective SME(s) & OPS Manager, Problem Management has to be initiated to diagnose the underlying cause of the incident

    Standardize CSD work process

    • Ensure all the customer complaints/issues are identified and addressed.
    • Effectively plan to execute IM process in a complex multi-location, multi-customer, multi-class of users environment
    • Minimize Customer complaint

    Risk Management

    Coordinate with respective SMEs to mitigate the risks identified and early resolution of Risks in operations



    Roles you need to interact with outside the organization to enable success in your day to day work

    • Airlines
    • Retailers
    • Service & Hospitality
    • Ground Handlers


    Roles you need to interact with inside the organization to enable success in your day to day work

    • with L1 / L2 / L3 engineers
    • Internal Stakeholders
    • GGIAL Management
    • IT Department SME’s
    • Service Delivery Head & OPS Manager


    Financial Dimensions

    Not Applicable

    Other Dimensions

    Not Applicable


    Educational Qualifications

    Bachelor of Engineering or Diploma in IT / Electronics

    Relevant and total years of Experience

    • 3-5 years total years of work experience.
    • 3-5 Years of experience in Team Lead or Similar role(Mandatory).
    • Good communication skills
    • Must have ITIL v4 certified with experience & Knowledge of atleast one ITSM platform and able to implement processes (Mandatory)
    • Ability to multi-task and prioritize workload
    • Working in an Airport experience is desirable but not mandatory.

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