Major Incident Manager L1

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

Job summary

Wipro is seeking an experienced Major Incident Manager to act as the single point of contact for major incidents, coordinating resolution across resolver groups and SMEs. The role ensures incident restoration within SLAs, prepares MIRs, and drives preventative actions while updating knowledge bases.

The ideal candidate has ITIL Incident Mgmt expertise, strong analytical and communication skills, and the ability to work in shifts, leading virtual teams and stakeholders across the organization.

Qualifications

• 8-10 years' experience in driving service operations.
• Min 8 years in IM and MIM processes.
• ITIL Expert preferred; two ITIL Intermediate certs acceptable.
• Strong analytical and communication skills.
• Willingness to work in shifts and adapt to demanding environments.

Responsibilities

• Act as SPOC for major incidents and provide status updates.
• Drive MI Bridge engaging Resolver Groups until resolution.
• Inform stakeholders on incident status and restoration.
• Coordinate with SMEs for rapid incident resolution.
• Ensure incident closure within SLAs and document MIR.
• Produce monthly status reports on Major Incident Management.
• Update knowledge base and conduct trainings.

Skills

ITIL Incident Mgmt

Communication

Leadership

Team Management

Problem Solving

Job description

Job Description

Job description:

RESPONSIBILITIES

• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
• Coordinating with the respective SMEs for speedy resolution of the Major Incident
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
• Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
• Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

KEY SKILLS AND COMPETENCIES

• 8-10 years exp in driving the service operations.
• Min 8 year of experience in managing the IM and MIM processes
• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Should have exposure to ITIL practices.
• Good written & verbal communication skills
• Experience in helpdesk environment
• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Building & Maintaining Relationships
• End to end ownership for customer satisfaction through levels of support
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface
• Mandatory Skills: ITIL Incident Mgmt.
• Experience: 5-8 Years.

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