MAJOR INCIDENT MANAGER L2

Wipro; Pune District; In loco; INR 1.500.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

Wipro is seeking an experienced Major Incident Management professional to act as the single point of contact for major incidents. You will drive cross-functional collaboration across resolver groups, communicate with key stakeholders, and ensure resolution within SLA targets.

The role includes conducting post-incident analysis and maintaining knowledge bases, with exposure to ITIL practices and strong leadership skills.

Competenze

• 8-10 years of experience in driving service operations.

Mansioni

• Acting as a SPOC for the Customer to provide status updates during major incidents.
• Drive the MI Bridge by coordinating Resolver Groups until the major incident is resolved.
• Inform stakeholders about status and post-restoration confirmation.
• Coordinate with SMEs for rapid resolution of major incidents.
• Ensure incident resolution within agreed SLAs.
• Take preventive actions to minimize impact when resolution times are long.
• Prepare Major Incident Reports for closed incidents.
• Update knowledge base and work logs with resolution procedures.
• Lead post-incident reviews to identify root causes and prevent recurrence.
• Coordinate with process managers to avoid reoccurrence.

Conoscenze

ITIL,

Descrizione del lavoro

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 Cross Functional Service Management.

Experience: 8-10 Years.

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