INCIDENT COORDINATOR L2

Wipro; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

Wipro is seeking an Incidents Management professional in Maharashtra to ensure resolution within defined SLAs and to support reporting and continuous service improvement. You will manage incident life cycles, monitor backlog, and prepare SLA reports, ensuring transparency with stakeholders.

You will coordinate with event monitoring teams, IT operations, customers, and vendors, driving timely communications and effective escalations to minimize service impact and restore services quickly.

Qualifications

• ITIL V3 Foundation certification is required.
• 3–5 years of experience in a similar role.
• 5+ years IT service experience overall.
• Knowledge of ITSM tools: Remedy/ServiceNow/HPSM.
• Excellent analytical, communication, presentation and reporting skills.

Responsibilities

• Ensure the Incident resolution within the Response and Resolution SLAs.
• Support the Incident Management Lead as needed and prepare the SLA Reports for Incidents.
• Track the Backlog, pending, re-opened incidents and drive closure asap.
• Coordinate with the Event monitoring teams and ensure creation of the alert-based incident creation.
• Collaborate with the key stakeholders (SD Team, Customers, End users, Technical resolution team, Vendors, and CIS Delivery management team) during the incident resolution and Incident escalations and Ensure communication update is done on-time.

Skills

ITSM Tools Remedy ServiceNow HPSM

Incident Management

Analytical skills

Communication & Reporting

Education

ITIL V3 Foundation Certification

Tools

Remedy

ServiceNow

HPSM

Job description

Do

Ensure the Incident resolution within the Response and Resolution SLAs

Job description

Job Description

Do

Ensure the Incident resolution within the Response and Resolution SLAs

Support the Incident Management Lead as needed and prepare the SLA Reports for Incidents

Track the Backlog, pending, re-opened incidents and work for their closure asap.

Coordinate with the Event monitoring teams and ensure creation of the alert-based incident creation

Collaborate with the key stakeholders (SD Team, Customers, End users, Technical resolution team, Vendors, and CIS Delivery management team) during the incident resolution and Incident escalations and Ensure communication update is done on-time

KEY SKILLS AND COMPETENCIES

• Shall have Knowledge of the ITSM Tool; Remedy or ServiceNow or HPSM
• Shall have 3-5 years of experience in a similar role
• A minimum overall 5 year IT service experience
• Should have ITIL V3 Foundation certification
• Good analytical, communication, presentation and reporting skills

Mandatory Skills: ITIL Incident Mgmt.

Experience: 1-3 Years.

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.