Incident Coordinator(CONTRACT)

Wipro; Gdańsk; On-site; PLN 134,000 - 201,000; Full time

Job summary

Wipro Limited in Poland is seeking an Incident Coordinator to manage major incidents and coordinate across multiple teams. The role involves leading MIM calls, communicating with stakeholders, and ensuring timely restoration of critical services.

The position is B2B with 24x7 rotational shift support and office-based work in Gdańsk. The candidate will work with Service Desk, Problem, Change, and Release teams to improve service stability.

Qualifications

• Good understanding of ITIL processes for incident and major incident handling.
• Hands-on experience as a Major Incident Coordinator and leading MIM calls.
• Experience managing complex, high-priority incidents across multiple technical teams and towers.
• Strong knowledge of Service Desk operations, escalation management, and operational support.
• Experience working with senior stakeholders and providing regular incident communications.
• Excellent verbal and written communication skills.

Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of business-critical services.
• Lead and chair Major Incident Management bridge calls, driving resolution with cross-functional teams.
• Act as the central point of communication during critical incidents, providing updates to stakeholders.
• Manage cross-functional teams to identify workarounds and restore services within timelines.
• Ensure incident escalations are handled effectively according to 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, Change, and Release Management to improve stability.
• Maintain accurate incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce disruptions.

Skills

ITIL framework

Major Incident Management

Stakeholder communication

MIM calls facilitation

Multi-team coordination

Problem-solving

Job description

Job Title: Incident Coordinator(CONTRACT)

State/Province: pomorskie

Posting Start Date: 10/6/26

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

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: B2B

Working hours: 24x7Rotational Shift Support: Morning, General and Night

Module of work: Preferred5 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

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.