Senior Major Incident Coordinator | 24x7 MIM Lead

Wipro; Gdańsk; On-site; PLN 180,000 - 260,000; Full time

Job summary

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.

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.

Skills

Incident Mgmt

MIM chairing

Stakeholder mgmt

Communication

Coordination

Problem-solving

Cross-functional

Pressure handling

Education

ITIL Foundation

Job description

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.