INCIDENT MANAGER L1

Wipro; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Wipro in Mumbai is seeking a skilled IT Service Management professional to drive Incident Management processes, ensure proper prioritization and closure, and communicate updates to customers and stakeholders.

The role requires 3-5 years of ITSM experience, ITIL knowledge (Foundation required, SO intermediate preferred), strong people and presentation skills, and the ability to translate technical requirements into business terms.

Qualifications

• Mandatory Skills: ITIL Incident Mgmt.
• Experience: 3-5 Years.

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

Skills

Excellent people management

Interacting with all levels

Presentational skills

Effective communication

Translate technical to business

ITIL Foundation knowledge

3-5 years ITSM experience

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
• • 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

Mandatory Skills: ITIL Incident Mgmt .

Experience: 3-5 Years.

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