MAJOR INCIDENT MANAGER L2

Wipro; Mumbai; On-site; INR 1,100,000 - 1,600,000; Full time

Job summary

A leading IT services provider is seeking an experienced candidate for an Incident Management role in Mumbai, India. This position requires over 8 years of experience managing Incident and Major Incident Management processes. Ideal candidates will possess ITIL Expert or Intermediate certifications and have strong skills in analytics, leadership, and communication. Responsibilities include acting as a SPOC for major incidents, facilitating resolution discussions, and conducting training sessions. Excellent team collaboration and proactive service management are essential.

Qualifications

• 8-10 years experience driving service operations.
• Strong analytical, communication, and presentation skills.
• Good leadership and people management skills.

Responsibilities

• Acting as a SPOC for the Customer for status updates during incidents.
• Driving major incident resolutions with relevant teams.
• Conducting training and knowledge sharing sessions.

Skills

Service operations management

Incident Management (IM) processes

Major Incident Management (MIM) processes

ITIL practices

Analytical skills

Communications skills

Leadership skills

Team skills

Education

ITIL Expert certification

Two ITIL Intermediate certifications

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 continuing the discussions until the Major incident is resolved
• Informing key stakeholders on the status of the Major incident and 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 preventive actions to minimize the service and business impact if 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 for Major Incidents, causes, and prevention strategies
• Ensuring the causes for all Major incidents are analyzed and the root cause is identified through coordination with the Problem Management process
• Coordinating with process managers (capacity manager, availability manager, IT service continuity manager, etc.) as needed to avoid recurrence of 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 prevent major incidents

KEY SKILLS AND COMPETENCIES

• 8-10 years experience driving service operations
• Minimum 8 years experience managing IM and MIM processes
• Preferably ITIL Expert 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
• Good written & verbal communication skills
• Experience in a helpdesk environment
• Highly motivated with a positive & proactive attitude toward operational efficiency, innovation, and process improvement
• Ability to work in shifts and flexible schedules
• Ability to motivate staff
• Excellent team skills with the capacity to listen and contribute to discussions and meetings
• Proficiency in building & maintaining relationships
• End‑to‑end ownership for customer satisfaction across support levels
• Planning and organization skills; experience working well with virtual teams
• Virtual team management skills
• Relationship management for services and vendor interfaces

MANDATORY SKILLS

• ITIL Cross Functional Service Management