Major Incident Coordinator (SME)

Wipro; Gdańsk; In loco; PLN 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Multisport card

Lux med

Generali insurance

Holiday bonuses

Relocation assistance

Learning platforms access

Employee referral bonuses

Descrizione del lavoro

Wipro IT Services Poland in Gdańsk is seeking a seasoned Major Incident Coordinator (SME) to lead incident responses and coordinate cross-functional teams around critical services.

You will chair MIM calls, manage escalation, and ensure timely resolution, with 24x7 shift coverage and office-based work as part of a 5-day in-office module.

Competenze

• 6–8 years of experience in Incident Management or Major Incident Management.
• Hands-on experience chairing MIM calls.
• Experience managing cross-functional and cross-tower incidents.
• ITIL Foundation certification preferred.

Mansioni

• Coordinate and manage Major Incidents to ensure timely restoration of critical business services.
• Lead and facilitate Major Incident Management (MIM) bridge calls with multiple support teams.
• Act as the central point of coordination and communication during major incidents.
• Ensure escalation and engagement of technical teams and stakeholders.
• Track incident progress, actions, and recovery activities until resolution.
• Coordinate cross-tower incidents across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and drive continuous improvement initiatives.
• Maintain incident documentation, reporting, and process compliance.

Conoscenze

Major Incident Management

ITIL

Stakeholder Management

Cross-functional Collaboration

Communication Skills

Problem Solving

Descrizione del lavoro

Job Title: Major Incident Coordinator (SME)

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:

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: 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 critical business services.
• Lead and facilitate Major Incident Management (MIM) bridge calls involving multiple support teams.
• Act as the central point of coordination and communication during major incidents.
• Ensure appropriate escalation and engagement of technical teams and stakeholders.
• Track incident progress, action items, and recovery activities until resolution.
• Manage cross-tower incidents and coordinate efforts across infrastructure, application, and support teams.
• Provide timely incident updates to stakeholders and service owners.
• Support post-incident reviews and contribute to continuous improvement initiatives.
• Maintain incident documentation, reporting, and process compliance.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams as required.

Key Requirements

• 6-8 years of experience in Incident Management or Major Incident Management.
• Strong knowledge of ITIL Incident Management and Major Incident Management processes.
• Proven experience as a Major Incident Coordinator with hands-on experience chairing MIM calls.
• Experience managing complex cross-functional and cross-tower incidents.
• Good understanding of Service Desk operations and escalation management.
• Strong stakeholder management and communication skills.
• Ability to work effectively in a fast-paced, high-pressure environment.
• Strong organisational, coordination, and problem-solving skills.
• Knowledge of Problem Management, Change Management, or Release Management is 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: 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.

Information at a Glance

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