Problem Manager ITIL - 10 to 15 Yrs - Immediate Joiners

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

Job summary

Wipro Technologies in Bengaluru seeks a Problem Manager ITIL with 10 to 15 years of experience for immediate joining. You will own incident lifecycle processes, drive cross-functional resolution, and deliver MIR reports.

Strong ITIL discipline, stakeholder management, and leadership are essential for success in this role. You will coordinate with capacity, availability, and continuity managers, ensure SLAs are met, and drive continuous improvement across the ITSM landscape.

Qualifications

• 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 with proactive attitude to improve ops
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with listening and contributing
• Building & Maintaining Relationships
• End to end ownership for customer satisfaction
• Planning and organization with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface

Responsibilities

• Act as a SPOC for the Customer to provide status updates during major incidents.
• Drive the MI Bridge with Resolver Groups until major incident resolution.
• Inform stakeholders on incident status and restoration.
• Coordinate with SMEs for speedy resolution.
• Ensure major incidents resolve within SLAs.
• Take preventive actions to minimize impact if resolution delays.
• Prepare Major Incident Reports after closure.
• Update resolution procedures in knowledge base and logs.
• Conduct reviews to identify incident triggers and prevention steps.
• Coordinate with process managers to avoid reoccurrence.
• Provide monthly status reports on Major Incident Management.
• Conduct training and knowledge sharing for teams and new joiners.

Skills

ITIL

Incident managment

Problem management

Stakeholder management

Leadership

Communication

Reporting

Shift flexibility

Team motivation

Education

ITIL Expert

ITIL Intermediate (2 certs)

Job description

Job Title: Problem Manager ITIL - 10 to 15 Yrs - Immediate Joiners

Posting Start Date: 9/7/26

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

Do
RESPONSIBILITIES

• âÃÂâ Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• âÃÂâ Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• âÃÂâ Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
• âÃÂâ Coordinating with the respective SMEs for speedy resolution of the Major Incident
• âÃÂâ Ensuring the Major incident is resolved within the SLAs agreed with the Customer
• âÃÂâ Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
• âÃÂâ Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
• âÃÂâ Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• âÃÂâ 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.
• âÃÂâ Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
• âÃÂâ Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
• âÃÂâ Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
• âÃÂâ Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

KEY SKILLS AND COMPETENCIES

• âÃÂâ 8-10 years exp in driving the service operations.
• âÃÂâ Min 8 year of experience in managing the IM and MIM processes
• âÃÂâ Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• âÃÂâ Strong analytical, communication, presentation and reporting skills
• âÃÂâ Good leadership, people management and operational skills
• âÃÂâ Should have exposure to ITIL practices.
• âÃÂâ Good written & verbal communication skills
• âÃÂâ Experience in helpdesk environment
• âÃÂâ 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
• âÃÂâ Ability to work in shift and flexible schedule
• âÃÂâ Ability to motivate staff
• âÃÂâ Excellent team skills with ability to listen and contribute to discussions and meetings
• âÃÂâ Building & Maintaining Relationships
• âÃÂâ End to end ownership for customer satisfaction through levels of support
• âÃÂâ Planning and organization & working well with Virtual Team
• âÃÂâ Virtual Team Management Skills
• âÃÂâ Relationship Management for services and vendors interface

Mandatory Skills: ITIL Problem Mgmt.Experience: 8-10 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.