Major Incident Manager

Wipro; Aarhus kommune; On-site; DKK 800,000 - 1,100,000; Full time

Job summary

Wipro Limited is seeking an experienced Major Incident Manager (MIM) - Lead to drive end-to-end management of critical IT incidents and restore services rapidly with minimal business impact. The role requires strong ITIL knowledge, stakeholder management, and coordinating cross-functional teams during high-priority incidents.

The position involves leading P1/P2 incidents, chairing bridge calls, coordinating multi-tower teams, and delivering incident reports to executives.

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our clients, colleagues, and communities thrive in an ever-changing world.

Employment Type: Fixed term 1-2 years

Job Summary

We are looking for an experienced Major Incident Manager (MIM) - Lead to drive the end-to-end management of critical IT incidents and ensure rapid service restoration with minimal business impact. The role requires strong ITIL knowledge, stakeholder management skills, and the ability to coordinate cross-functional teams during high-priority incidents.

Key Responsibilities

• Lead and manage P1/P2 major incidents through to resolution.
• Chair technical and business Major Incident bridge calls.
• Coordinate cross-tower teams including Infrastructure, Applications, Network, Cloud, and Service Desk.
• Drive incident escalations and provide timely communication to business and senior stakeholders.
• Conduct incident trend analysis and raise Problem Management records for recurring issues.
• Facilitate Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
• Ensure compliance with ITIL Incident, Problem, and Change Management processes.
• Prepare incident reports, dashboards, and executive summaries.
• Work closely with Service Desk and operations teams to improve service stability and operational efficiency.

Required Skills & Experience

• 6-8 years of experience in Major Incident Management.
• Strong understanding of ITIL processes including Incident, Major Incident, Problem, and Change Management.
• Hands-on experience leading major incident calls and managing critical service outages.
• Experience handling complex, cross-functional, and multi-tower incidents.
• Good understanding of Service Desk operations and Escalation Management.
• Strong stakeholder management and communication skills.
• Knowledge of enterprise applications, infrastructure services, and IT operations.
• Ability to perform under pressure in a fast-paced 24x7 environment.

Preferred Qualifications

• ITIL Certification preferred.
• Experience with ServiceNow or similar ITSM tools.
• Exposure to global support environments.

Diversity and Inclusion at Wipro

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.