MAJOR INCIDENT MANAGER L1

Wipro; Chennai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Wipro Limited in Chennai seeks a seasoned ITIL Major Incident Manager to act as single point of contact for customers, drive the MI Bridge across resolver groups, and coordinate with SMEs to resolve major incidents within SLAs.

The role requires 8–10 years in service operations, ITIL Expert (or two Intermediate certs), strong analytical and leadership skills, and willingness to work in shifts. Equal opportunity employer.

Qualifications

• 8-10 years experience in driving the service operations.
• Min 8 years of experience in managing the IM and MIM processes.
• ITIL Expert preferred, or at least two ITIL Intermediate certifications.
• Strong analytical, communication, presentation and reporting skills.
• Good leadership, people management and operational skills.
• Exposure to ITIL practices in a helpdesk environment.

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 discussions till major incident is resolved.
• Informing key stakeholders on the status of the Major Incident and post restoration.
• Coordinating with SMEs for speedy resolution of Major Incidents.
• Ensuring Major incidents are resolved within the SLAs agreed with the Customer.
• Conducting Major Incident Report (MIR) after closure and updating knowledge bases.

Skills

ITIL Expert

ITIL Intermediate

Service Operations

Leadership

Communication

Shift Work

Stakeholder Management

Problem Management

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

• 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.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 our 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.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.