Major Incident Manager

Wipro; Mumbai; On-site; INR 2,600,000 - 3,800,000; Full time

Job summary

Wipro in Mumbai, Goregaon East, seeks an experienced MIM Lead to own the MIM lifecycle and drive incident management for critical services. You will lead Priority 1 and 2 incidents from initiation through restoration, establish major incident bridge calls, coordinate with technical, application, and infrastructure teams, and ensure timely SME engagement and clear communications.

Ideal candidates have 8–12 years of experience in ITIL-aligned service management, with hands-on exposure to

Qualifications

• ITIL processes expertise including incident, problem, change and service management.
• Experience handling high-severity incidents in 24x7 environments.
• Ability to manage SLAs, OLAs and KPIs and communicate effectively with stakeholders.

Responsibilities

• Own the entire MIM lifecycle.
• Lead and manage Priority 1 and Priority 2 incidents from initiation through service restoration.
• Establish and drive major incident bridge calls.
• Coordinate technical, application, infrastructure, and third-party teams during service disruptions.
• Ensure timely engagement of SMEs and support groups.
• Drive swift decision-making to minimize business impact.
• Provide timely, accurate incident communications to stakeholders.

Skills

ITIL Incident Management

ITIL Problem Management

ITIL Change Management

Service Management

SLA/OLA/KPI Management

24x7 Incident Handling

Incident Communications

Tools

ServiceNow

ITSM Tools

Job description

Role: MIM Lead

Location: Goregaon East, Mumbai

Experience: 8-12 Years

Job Description:

• Own the entire MIM lifecycle.
• Lead and manage all Priority 1 and Priority 2 incidents from initiation through service restoration.
• Establish and drive major incident bridge calls.
• Coordinate technical teams, application teams, infrastructure teams, and third-party vendors during service disruptions.
• Ensure timely engagement of SMEs and support groups.
• Drive swift decision-making to minimize business impact
• Provide timely, accurate, and audience-appropriate incident communications.

Technical & Process Skills

• ITIL Incident, Problem, Change, and Service Management expertise.
• ServiceNow or equivalent ITSM tools.
• Strong understanding of Infrastructure and Application support environments.
• Knowledge of SLA, OLA, and KPI management.
• Experience handling high-severity incidents in 24x7 environments.