Incident Manager L1

Wipro; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services company in India is seeking a mid-senior level professional to drive the efficiency of the Incident Management process. The role involves ensuring that all incidents are correctly handled, prioritizing and communicating with stakeholders, and meeting set KPIs. Candidates should have 5–8 years of experience in IT Service Management and possess strong operational and communication skills. ITIL certification is preferred. This is a full-time position based in Hyderabad.

Qualifications

• 5–8 years of experience in IT Service Management.

Responsibilities

• Drive the efficiency of the Incident Management process.
• Ensure correct prioritization, categorization, and routing of incidents.
• Provide communication updates during the incident management cycle.
• Perform knowledge-management activities.
• Meet SLAs and KPIs, producing performance reports.

Skills

Excellent people-management and operational skills

Ability to interact with all levels of the customer and IT provider organization

Good presentation skills

Effective communication skills

Technical understanding

Education

ITIL Foundation Level training or knowledge

ITIL SO intermediate certification preferred

Job description

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
• Provide regular communication updates to the customer, end‑users and other stakeholders during the entire incident management cycle
• Perform knowledge‑management activities – creation and sustenance of knowledge base articles
• Meet the SLAs and other KPIs agreed and produce process performance reports
• Ensure process adherence across the account and support process audits and assessments
• Introduce service improvements and close gaps identified in audits and assessments
• Conduct incident and major incident 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 presentation skills
• Effective communication skills
• Reasonable technical understanding and ability to translate technical requirements 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