INCIDENT MANAGER L1

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

Job summary

Wipro in Mumbai is seeking an Incident Manager to drive the Incident Management process, ensuring proper prioritization, categorization, and timely restoration of incidents. You will communicate updates to customers and stakeholders throughout the cycle and support knowledge management and process improvements.

The role requires 3-5 years in IT Service Management with ITIL Foundation knowledge; strong people and presentation skills are essential for coordinating across teams and driving audits

Qualifications

• 3-5 years of IT Service Management experience.
• ITIL Foundation knowledge required, ITIL SO intermediate preferred.
• Excellent communication and people management skills.

Responsibilities

• Drive the efficiency and effectiveness of the Incident Management process.
• Ensure all incidents are prioritized, categorized, routed, restored, and closed per defined process.
• Provide regular updates to customers, end-users and stakeholders through the incident lifecycle.
• Contribute to knowledge management through creation and sustenance of articles and FAQs.
• Meet SLAs and KPIs and produce process performance reports.
• Ensure process adherence across the account and support audits and assessments.
• Identify and implement service improvements and close gaps from audits.
• Conduct incident and major incident training and raise awareness.
• Monitor IT Service Management tool and alignment with process execution.

Skills

People management

Stakeholder communication

Presentational skills

Technical understanding

ITIL Foundation

Job description

Job Description

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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