Incident Coordinator

Wipro; Gdańsk; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Multisport card

Premium medical services for employees

Life & Disability Insurance

Relocation assistance

Learning platforms access

Employee Referral bonuses

Flexible benefits

Job summary

Wipro Limited in Poland is seeking an experienced Incident Management professional to coordinate Major Incidents, chair MIM calls, and drive timely restoration of critical services. You will manage cross-functional teams, provide regular updates to leadership, and work with Service Desk, Problem, Change, and Release Management to improve service stability.

The role requires 2–4 years in incident management, strong ITIL knowledge, and excellent communication in high-pressure environments.

Qualifications

• 2-4 years of experience in Incident Management or Major Incident Management.
• Strong understanding of ITIL with hands-on incident handling.
• Experience leading MIM calls and coordinating cross-functional teams.
• Experience working with senior stakeholders and incident communications.
• Knowledge of Problem/Change/Release Management would be advantageous.

Responsibilities

• Coordinate and manage Major Incidents to restore services promptly.
• Lead Major Incident Management bridge calls and drive resolution.
• Communicate incident updates to stakeholders and leadership.
• Coordinate cross-functional teams to find workarounds and restore services.
• Facilitate post-incident reviews and root cause analysis.

Skills

Incident Management

Major Incident Management

ITIL framework

Stakeholder communication

MIM coordination

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:

Job Description

With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!

Type of contract: COE

Working hours: 24x7 Rotational Shift Support: Morning, General and Night

Module of work: Preferred 5 days per week from the office. Flexibility may be available, please discuss this with the recruiter.

Location: Gdańsk

Note – Kindly discuss with recruiter for location flexibility.

Key Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of business-critical services.
• Lead and chair Major Incident Management (MIM) bridge calls, driving resolution activities across multiple support teams.
• Act as the central point of communication during critical incidents, providing regular updates to stakeholders and leadership.
• Manage cross-functional and cross-tower technical teams to identify workarounds and restore services within agreed timelines.
• Ensure incident escalations are handled effectively and in accordance with defined processes.
• Monitor incident progress, track actions, and drive accountability until full resolution.
• Facilitate post-incident reviews and support root cause analysis activities.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams to improve service stability.
• Maintain accurate incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce service disruptions.

Key Requirements

• 2-4 years of experience in Incident Management or Major Incident Management.
• Good understanding of the ITIL framework, with practical experience in Incident and Major Incident Management processes.
• Hands-on experience as a Major Incident Coordinator, including leading and facilitating MIM calls.
• Experience managing complex, high-priority incidents involving multiple technical teams and service towers.
• Strong knowledge of Service Desk operations, escalation management, and operational support environments.
• Experience working with senior stakeholders and providing regular incident communications.
• Excellent verbal and written communication skills.
• Strong problem-solving, decision‑making, and coordination abilities.
• Ability to perform effectively in high‑pressure, time‑critical situations.
• Knowledge of Problem Management, Change Management, or Release Management would be an advantage.
• ITIL Foundation certification is preferred

What We Offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Lux med)
• Life & Disability Insurance for employees and family members (Generali)
• Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
• Variable Pay(part of annual compensation): Quarterly bonus based on company performance.
• Co‑financing for glasses
• Access to internal and external learning platforms (i.e.WiLearn, HMM, FutureSkills)
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Foreign language allowance, On‑call allowance, Call‑out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
• Integration and cultural events for employees
• Performance based Reward and recognition programs

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to [e-mail], through the Internet at www.wiproombuds.com , or by post/courier to Wipro's registered office.

Mandatory Skills: Process Tools.Experience: 3-5 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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