Problem Manager

Wipro; Chennai District; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Wipro in India seeks an experienced Major Incident Manager to own the end-to-end incident lifecycle. You will lead the major incident process, coordinate resolution across resolver groups, and keep stakeholders informed with timely updates and MIRs.

The role requires strong ITIL expertise, leadership, and analytical skills to prevent recurrence and drive continuous process improvement in a fast-paced IT service environment.

Qualifications

• 8-10 years of experience driving service operations.
• Experience in IM and MIM processes.
• ITIL Expert or two ITIL Intermediate certs.
• Strong analytical, communication, and reporting skills.
• Exposure to ITIL practices and helpdesk environments.
• Willingness to work in shifts and drive process improvements.

Responsibilities

• Act as SPOC to provide status updates during major incidents.
• Drive MI Bridge with resolver groups until resolution.
• Inform stakeholders on incident status and restoration.
• Coordinate with SMEs for rapid incident resolution.
• Ensure resolution within customer SLAs.
• Take preventive actions to reduce impact when time is high.
• Prepare a Major Incident Report after closure.
• Update resolution procedures in knowledge base.
• Conduct reviews to identify incident triggers and causes.
• Coordinate with capacity, availability, and continuity managers.
• Submit monthly status reports on Major Incident Management.
• Lead training and knowledge sharing for teams and new hires.

Skills

ITIL Problem Mgmt

Leadership

Analytical skills

Communication skills

Reporting

Documentation

Shift work

Proactive attitude

Job description

Job Description:

Job description:

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 Problem Mgmt .

Experience: 8-10 Years.

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Requirements: