MAJOR INCIDENT MANAGER L3

Wipro Ltd.; Mumbai; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Wipro in Mumbai is seeking an experienced Major Incident Manager to own end-to-end incident resolution and reporting. You will lead cross-functional teams, coordinate with SMEs, and ensure SLA-driven outcomes while driving process improvements and knowledge sharing across the organization.

The role requires extensive ITIL experience, strong leadership, and ability to manage a global support structure with a proactive approach to minimizing business impact.

Qualifications

• 8-10 years of experience in driving the service operations.
• Min 8 years of experience in managing IM and MIM processes.
• ITIL Expert preferred, or two ITIL Intermediate certifications.
• Strong analytical, communication, presentation and reporting skills.
• Leadership and people management with operational skills.
• Exposure to ITIL practices.
• Excellent written and verbal communication.
• Experience in a helpdesk environment.
• Proactive, innovative and able to improve processes.
• Ability to work in shifts and with flexible schedule.
• Ability to motivate staff and work in a team.

Responsibilities

• Acting as a SPOC for the Customer to provide status updates during major incidents.
• Driving the MI Bridge with Resolver Groups until resolution.
• Informing stakeholders on status and restoration confirmation.
• Coordinating with SMEs for speedy resolution.
• Ensuring incidents are resolved within the SLAs.
• Taking preventive actions to minimize impact.
• Preparing Major Incident Reports after closure.
• Updating resolution procedures in the knowledge base / Work log.
• Conducting reviews to identify triggers and prevent recurrence.
• Coordinating with capacity, availability and IT Service continuity managers as needed.
• Providing monthly reports on MI Management Process status.
• Training and knowledge sharing for teams and new joiners.

Skills

ITIL Expert

ITIL Intermediate

Incident Management

Service Operations

Leadership

Communication

Analytical Skills

Stakeholder Management

Shift Work

Team Building

Job description

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: >10 YEARS

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