MIM Lead- L3-Mumbai and Pune location

Wipro Ltd.; Maharashtra; On-site; INR 1,600,000 - 2,600,000; Full time

Job summary

Wipro is seeking an experienced Service Operations Lead in Maharashtra to oversee ITIL-driven incident management, analytics, and governance across complex environments. You will work with ServiceNow and internal accelerators to ensure high availability, proactive risk management, and strong stakeholder collaboration.

The role requires 8–10 years of service operations experience, exposure to ITIL, and the ability to lead in shifts with a proactive, improvement-oriented mindset.

Qualifications

• 8-10 years exp in driving the service operations.
• Exposure to ITIL practices.
• Experience in helpdesk environment.
• Ability to work in shift and flexible schedule.
• Building & Maintaining Relationships with all stakeholders.
• End to end ownership for customer satisfaction through levels of support.
• Strong analytical, communication, presentation and reporting skills.
• Leadership, people management and operational skills.
• Motivated, proactive with drive to improve operational efficiency through innovation.

Responsibilities

• Own end-to-end service operations and incidents.
• Drive major incident management and governance.
• Coordinate with stakeholders under high-pressure scenarios.
• Lead virtual teams and manage vendor interfaces.
• Report performance, SLA adherence and improvement initiatives.

Skills

ITIL Major Incident

AI/ML Analytics

AIOps Platforms

Crisis Leadership

Analytical Skills

Root Cause Analysis

Trend Forecasting

Stakeholder Management

ServiceNow

Tools

ServiceNow

Wipro Automation Accelerators

Job description

• ITIL Major Incident Management (Advanced Level) – Strong understanding of governance and escalation frameworks.
• AI/ML & Predictive Analytics – Ability to apply AI for impact analysis and proactive risk management.
• Automation Tools & AIOps Platforms – Proficiency in ServiceNow, Wipro automation accelerators, and industry-standard tools.
• Crisis Communication & Leadership – Skilled in managing stakeholders under high-pressure scenarios.
• Analytical & Problem-Solving Skills – Expertise in root cause analysis and trend forecasting.

Key Metrics:

2. Communication and SLA Adherence,

3. No of Major Incidents

6. Performance Scorecard.

• 8-10 years exp in driving the service operations.
• Should have exposure to ITIL practices.
• Experience in helpdesk environment
• Ability to work in shift and flexible schedule
• Building & Maintaining Relationships with all stakeholders
• End to end ownership for customer satisfaction through levels of support
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• 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
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface
• Ability to motivate Staff and Mentorship

Certification-

External - ITIL 5 Foundation or ITIL 4 Practice Manager Certification