Incident Manager L1

Wipro; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading IT services firm in India is seeking a mid-senior level professional for Incident Management. The role involves driving process efficiency, ensuring incidents are handled correctly, and conducting training sessions. Candidates should have 5-8 years of IT Service Management experience, excellent communication skills, and ITIL certification. This full-time position offers the chance to work in a dynamic environment focused on service improvement and customer satisfaction.

Qualifications

• 5-8 years of experience in IT Service Management.
• Ability to interact with all levels of the customer and IT provider.
• Experience in conducting incident and major management training.

Responsibilities

• Drive the efficiency and effectiveness of the Incident Management process.
• Ensure incidents are correctly prioritized and communicated.
• Monitor the effectiveness of the IT Service Management tool.

Skills

People management

Operational skills

Communication skills

Technical understanding

Presentational skills

Education

ITIL Foundation Level Training

ITIL SO Intermediate Certification

Job description

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.

Responsibilities

• Drive the efficiency and effectiveness of the Incident Management process
• Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer
• Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle
• Knowledge management activities - creation and sustenance
• Meet the SLAs and other KPIs agreed and produce the Process Performance Reports
• Ensuring Process adherence across the Account and extending the Support for Process audits and assessments.
• Bring in Service improvements and close the Gaps as per the Audits and Assessments
• Conduct Incident and Major management training and spread awareness
• Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution

Key Skills and Competencies

• Excellent people management and operational skills
• Ability to interact with all levels of the Customer and IT provider organization
• Good presentational skills
• Effective communication skills
• Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
• ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
• 5-8 years of experience in IT Service Management

Experience: 3-5 Years

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting