Global Major Incident Manager — Executive Customer Lead

Wipro; Trenton (NJ); On-site; USD 80,000 - 158,000; Full time

Benefits offered by this job

Medical and dental benefits

Disability insurance

Paid time off

Job summary

Wipro seeks an onsite Major Incident Manager to lead critical incidents impacting business operations in a North American enterprise context. You will own the incident lifecycle, orchestrate global resolver teams, and drive rapid service restoration while communicating with client executives.

Responsibilities include managing escalations, conducting senior reviews, and driving remediation plans. This role emphasizes customer-facing leadership and governance support.

Qualifications

• Must have advanced Major Incident Management experience.
• Experience coordinating global incident response with cross-functional teams.
• Strong customer-facing and executive presentation skills required.
• Experience with North American enterprise customers is a plus.

Responsibilities

• Own mission-critical incidents impacting business operations.
• Lead executive communication with client leadership and stakeholders.
• Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.
• Drive rapid service restoration and business impact mitigation.
• Manage incident escalations and command-center activities.
• Conduct executive-level incident reviews and reporting.
• Identify operational improvement opportunities and drive remediation plans.
• Support customer governance and service review meetings.

Skills

Major Incident Mgmt

Executive communication

Global incident experience

ITIL knowledge

ServiceNow expertise

Education

ITIL v4 Foundation/Managing Professional

ServiceNow ITSM

PMP or PRINCE2

Lean Six Sigma

Tools

ServiceNow

Job description

Wipro seeks an onsite Major Incident Manager to lead critical incidents impacting business operations in a North American enterprise context. You will own the incident lifecycle, orchestrate global resolver teams, and drive rapid service restoration while communicating with client executives.

Responsibilities include managing escalations, conducting senior reviews, and driving remediation plans. This role emphasizes customer-facing leadership and governance support.