Outcomes®
Website:
outcomes.com
Job details:
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
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