MAJOR INCIDENT MANAGER L2

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

Job Description

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, and local laws. Applications from veterans and people with disabilities are explicitly welcome.

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