INCIDENT MANAGER L1

Wipro; Mumbai; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Wipro in Mumbai is seeking an Incident Management professional to drive the efficiency of the Incident Management process and ensure timely restoration and closure of incidents per defined procedures.

The role requires 5-8 years in IT Service Management with ITIL knowledge, strong stakeholder communication, and the ability to translate technical requirements into business impact. Collaboration across customer and IT teams is essential.

Qualifications

• ITIL Foundation level training or knowledge required; ITIL SO intermediate preferred.
• 5-8 years of experience in IT Service Management.
• Strong ability to interact with customers and IT provider teams.
• Proven ability to translate technical requirements into business impacts.

Responsibilities

• Drive the efficiency and effectiveness of the Incident Management process.
• Ensure incidents are properly prioritized, categorized, routed, restored, and closed per defined processes.
• Provide regular status updates to customers, end-users and stakeholders.
• Contribute to knowledge management via creation and sustenance of articles.
• Meet SLAs and KPIs and produce process performance reports.
• Ensure process adherence across the account and support audits.
• Identify and implement service improvements to close gaps found in audits.
• Conduct incident and major-incident training and awareness sessions.
• Monitor ITSM tool performance and alignment with process execution.

Skills

ITIL knowledge

Incident Mgmt

Stakeholder communication

People management

Presentational skills

Technical translation

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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