Major Incident Coordinator – Drive Fast Incident Resolution

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

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.