MIM Lead- L3-Mumbai and Pune location

Wipro; Mumbai; On-site; INR 2,200,000 - 4,000,000; Full time

Job summary

Wipro is hiring an MIM Lead (L3) for Mumbai and Pune to drive major incident management, risk analytics, and operational governance. The role emphasizes ITIL practices, AI/ML-enabled analysis, and leadership in a dynamic, enterprise-scale environment.

You will manage service operations, stakeholder expectations, and ongoing process improvements. The ideal candidate has 5–8 years of relevant experience, exposure to ITIL, and strong communication and leadership skills to coordinate across virtual

Qualifications

• 5–8 years of experience in driving service operations.
• Exposure to ITIL practices and a helpdesk environment.
• Ability to work in shifts and flexible schedules.
• Building and maintaining relationships with stakeholders.
• End-to-end ownership for customer satisfaction across levels of support.

Responsibilities

• Lead Major Incident Management with governance and escalation controls.
• Apply AI/ML to impact analysis and proactive risk management.
• Oversee crisis communication and stakeholder engagement during high-pressure events.
• Drive problem solving with root cause analysis and trend forecasting.
• Deliver management reports, dashboards, and continual service improvements.

Skills

ITIL Major Incident Management

AI/ML & Predictive Analytics

Automation Tools & AIOps

Crisis Communication

Analytical & Problem-Solving

Education

ITIL Foundation or ITIL 4 Practice Manager Certification

Tools

ServiceNow

Wipro automation accelerators

Job description

Job Title: MIM Lead- L3-Mumbai and Pune location

State/Province: Maharashtra

Posting Start Date: 10/16/26

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:

Job Description

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 Deliverables

Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations

Key Metrics:

1. MTTR / Resolution Time,

2. Communication and SLA Adherence,

3. No of Major Incidents

4. Repeat Incident Analysis

5. Management Dashboard

6. Performance Scorecard.

ITIL Skill description

• 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

Soft skill description-

• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Good written & verbal communication 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

Mandatory Skills: ITIL Incident Mgmt.Experience: 5-8 Years.

Information at a Glance

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.