Problem Manager - Ahmedabad

Wipro Technologies; Ahmedabad District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Wipro Limited in Ahmedabad is seeking an experienced Problem Manager to own end-to-end major incident management. You will act as the SPOC for customers, drive the MI Bridge across resolver groups, and coordinate with SMEs to achieve timely restorations while meeting SLAs.

You will analyze incidents, prepare MIRs, and ensure that resolution procedures are documented and improved in knowledge bases. Regular reviews, proactive prevention, and monthly status reporting are expected, along with

Qualifications

• 5-8+ years in driving service operations and incident management.
• Experience in problem management and major incident handling.

Responsibilities

• Acting as a single point of contact for the customer during major incidents.
• Drive the Major Incident (MI) Bridge with Resolver Groups until resolution.
• Inform stakeholders on incident status and restoration.
• Coordinate with SMEs for rapid resolution.
• Ensure incident resolution within SLAs with the customer.
• Conduct MIR (Major Incident Report) after closure.
• Update knowledge base and work logs with resolution procedures.
• Lead review meetings to identify triggers and prevention actions.
• Coordinate with capacity, availability, and IT continuity managers to prevent recurrence.
• Provide monthly status reports on Major Incident Management.
• Deliver trainings and knowledge sharing for teams and new joiners.

Skills

ITIL Expert

ITIL Intermediate

Analytical skills

Communication skills

Leadership

Helpdesk experience

Tools

ITSM tools

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:

Problem Manager - Ahmedabad

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: 5-8 Years.Reinvent your world. 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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