MAJOR INCIDENT MANAGER L2

Wipro; Port Reading (NJ); Presencial; USD 80.000 - 158.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Dental benefits

Disability insurance

Paid time off

Leave options

Descripción de la vacante

Wipro Limited is seeking an on-site Major Incident Manager to lead critical incidents impacting business operations and coordinate global resolver teams. The role demands strong executive communication with client leadership and stakeholders to ensure rapid service restoration.

Ideal candidates have 8–10 years in IT operations with major incident leadership, North American enterprise experience, and ServiceNow expertise, plus ITIL certification preferred.

Formación

• 8–10 years of IT operations and Major Incident Management leadership.
• Experience with North American enterprise customers.
• ITIL certification preferred.
• ServiceNow expertise required.

Responsabilidades

• 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.

Conocimientos

Major Incident Mgmt

Executive communication

Global incident handling

North American enterprise experience

ITIL (preferred)

ServiceNow

Herramientas

ServiceNow

Descripción del empleo

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

Role Purpose

Provide onsite leadership for critical business-impacting incidents and act as the primary customer-facing Major Incident Manager.

Key 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.

Required Skills

• Advanced Major Incident Management experience.
• Strong customer-facing and executive presentation skills.
• Experience managing complex global incidents.
• ITIL certification preferred.
• ServiceNow expertise required.

Experience

• Expericne in IT Operations.
• Experience in Major Incident Management leadership roles.
• Experience working with North American enterprise customers.

Preferred Certifications (Applicable to All Roles)

• ITIL v4 Foundation/Managing Professional
• ServiceNow ITSM
• PMP or PRINCE2 (preferred for Change Manager)
• Lean Six Sigma (desirable)

Mandatory Skills: ITIL Cross Functional Service Management.Experience: 8-10 Years.The expected compensation for this role ranges from $80,000 to $158,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.