MIM LEAD L1

Wipro; Ahmedabad District; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Wipro Limited in India seeks an experienced Major Incident Manager to act as single point of contact for customers, drive the major incident bridge, involve resolver groups, and ensure restoration within SLAs.

The role demands ITIL expertise, strong leadership, and ability to work in shifts; you will coordinate with process managers and prepare MIRs, with monthly status reports and knowledge base updates.

Qualifications

• 8–10 years in driving the service operations.
• 5–8 years of experience in managing the IM and MIM processes.
• ITIL Expert, or at least two ITIL Intermediate certified professionals.
• Strong analytical, communication, presentation and reporting skills.
• Good leadership and people management abilities.
• Exposure to ITIL practices and helpdesk environments.

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 resolution.
• Informing key stakeholders on status and restoration of service.
• Coordinating with SMEs for speedy resolution of Major Incidents.
• Ensuring Major Incidents are resolved within SLAs agreed with the Customer.
• Taking preventive actions to minimize impact when resolution is slow.
• Conducting MIR analyses and preparing MIR after closure.
• Updating resolution procedures in knowledge base / Work log.
• Conducting review meetings to identify triggers and prevention measures.
• Ensuring causes are analyzed with root cause identified with problem management.
• Coordinating with capacity, availability, ITSC managers to avoid reoccurrence.
• Providing monthly reports on Major Incident Management process status.
• Conducting training and knowledge sharing sessions for teams and new joiners.

Skills

ITIL Incident Mgmt

Service operations

IM/MIM processes

ITIL Expert

ITIL Intermediate

Analytical skills

Communication skills

Leadership

People management

Shift work

Team collaboration

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

Do

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.

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 your 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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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.