MIM LEAD L1(CONTRACT)

Wipro; Mumbai; On-site; INR 300,000 - 420,000; Part time

Job summary

Wipro Limited in Mumbai, Maharashtra is seeking a MIM Lead L1 on a contract basis. The role requires managing major incidents as the single point of contact, driving the Major Incident Bridge across resolver groups, and coordinating with SMEs to ensure timely resolution and adherence to SLAs.

The incumbent will prepare Major Incident Reports, maintain knowledge logs, and conduct reviews to prevent recurrence. Strong ITIL knowledge and leadership skills are essential for success.

Qualifications

• ITIL Incident Mgmt experience is mandatory.
• Strong analytical and reporting skills.
• Leadership and people management abilities.
• Excellent written and verbal communication.

Responsibilities

• Act as a SPOC for customers and provide status updates during major incidents.
• Drive the Major Incident Bridge with resolver groups until resolution.
• Inform key stakeholders about incident status and service restoration.
• Coordinate with SMEs for speedy incident resolution.
• Ensure major incidents are resolved within the defined SLAs.
• Conduct MIR and update knowledge bases post-incident.
• Coordinate with process managers to prevent recurrence of major incidents.
• Provide periodical reports on the Major Incident Management process.
• Lead training and knowledge sharing sessions for teams.

Skills

ITIL Incident Mgmt

Service Operations

Leadership

Communication

Job description

Job Title: MIM LEAD L1(CONTRACT)

City: Mumbai, State/Province: Maharashtra

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.

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 an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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.