MAJOR INCIDENT MANAGER L1

Wipro; Bengaluru; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

A leading IT services provider in Bengaluru seeks an experienced Major Incident Manager with 8-10 years in service operations. Responsibilities include acting as a single point of contact for major incidents, driving resolutions, and conducting thorough analyses post-incident. The ideal candidate will have strong ITIL knowledge and management skills, ensuring effective communication and relationships throughout the incident management process.

Qualifications

• 8–10 years experience in driving service operations.
• Minimum 8 years in managing Incident Management processes.
• ITIL Expert certification preferred.

Responsibilities

• Acting as a SPOC for major incident communications.
• Driving the MI Bridge for incident resolution.
• Preparing Major Incident Reports after incidents.

Skills

Driving service operations

Managing Incident Management processes

ITIL expertise

Analytical skills

Communication skills

Leadership skills

Operational skills

Helpdesk experience

Positive attitude

Virtual team management

Job description

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Responsibilities

• Acting as a SPOC for the customer to provide status updates whenever a major incident occurs.
• Driving the MI Bridge through involvement of all relevant Resolver Groups and continuing discussions until the major incident is resolved.
• Informing key stakeholders on the status of the major incident and after getting 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 preventive actions to minimize service and business impact in case resolution time seems high.
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every major incident after it is closed.
• Ensuring all resolution procedures are updated in the knowledge database / work log.
• Conducting a review meeting with relevant members to identify triggers, causes and how to prevent future incidents.
• Ensuring the causes for all major incidents are analyzed and root cause identified (through coordinating with problem management process).
• Coordinating with process managers (capacity manager, availability manager, IT service continuity manager, etc.) on a need basis to avoid recurring major incidents.
• Providing periodic (monthly) reports on the overall status of the Major Incident Management Process.
• Conducting training / knowledge‑sharing sessions across teams/new joiners to avoid occurrence of major incidents.

Key Skills and Competencies

• 8–10 years experience in driving service operations.
• Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes.
• Preferably an ITIL Expert or minimum two ITIL Intermediate certified professionals.
• Strong analytical, communication, presentation and reporting skills.
• Good leadership, people‑management and operational skills.
• Exposure to ITIL practices.
• Good written and verbal communication skills.
• Experience in a helpdesk environment.
• Highly motivated individual with a positive, proactive attitude toward work and a willingness to make changes to improve operational efficiency through innovation, process and procedure changes, 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 the ability to listen and contribute to discussions and meetings.
• Building and maintaining relationships.
• End‑to‑end ownership for customer satisfaction through levels of support.
• Planning and organization, and working well with virtual teams.
• Virtual team management skills.
• Relationship management for services and vendor interfaces.