Major Incident Manager L1

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

Job summary

Wipro is seeking an experienced Major Incident Manager in Mumbai to own end-to-end Major Incident processes. You will act as the single point of contact for customers, drive cross-functional resolution, and ensure timely communication to stakeholders.

The role requires ITIL expertise, leadership, and strong analysis and reporting capabilities. You will coordinate with SMEs and process managers, maintain knowledge bases, and deliver monthly status reports.

Qualifications

• 8-10 years of experience driving service operations.
• Min 8 years of experience in managing IM and MIM processes.
• Preferably ITIL Expert, or at least two ITIL Intermediate certificates.
• Strong analytical, communication, presentation and reporting skills.
• Good leadership, people management and operational skills.
• Exposure to ITIL practices and experience in a helpdesk environment.
• Ability to work in shift and take initiative to improve operations.

Responsibilities

• Acting as a SPOC for the Customer to provide status updates during major incidents.
• Drive the MI Bridge through involving all resolver groups until resolution.
• Inform stakeholders on status and restoration after confirmation.
• Coordinate with SMEs for speedy resolution of Major Incidents.
• Ensure Major Incidents are resolved within SLAs with the customer.
• Prepare Major Incident Reports (MIR) post-closure and update knowledge bases.
• Conduct review meetings to identify triggers and prevention for future incidents.
• Coordinate with process managers to avoid recurrence of Major Incidents.
• Provide periodic monthly status reports on Major Incident Management.

Skills

Service operations

ITIL Incident Mgmt

Analytical skills

Communication skills

Leadership

People management

Helpdesk experience

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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