Major Incident Coordinator (SME)(CONTRACT)

Wipro; Gdańsk; Sur place; PLN 180 000 - 260 000; Plein temps

Résumé du poste

Wipro Limited in Gdańsk is seeking an experienced Major Incident Coordinator (SME) on a contract B2B basis. The role covers leading MIM calls, coordinating cross‑functional teams, and ensuring rapid restoration of critical services.

The ideal candidate brings 6–8 years in incident management, strong ITIL knowledge, and proven coordination skills in high‑pressure environments. Location flexibility and vendor discussions can be explored with recruiters.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Incident Mgmt

MIM chairing

Stakeholder mgmt

Communication

Coordination

Problem-solving

Cross-functional

Pressure handling

Formation

ITIL Foundation

Description du poste

Major Incident Coordinator (SME)(CONTRACT) Job Description Job Title: Major Incident Coordinator (SME)(CONTRACT) City: Gdansk 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 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.

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.