Senior Major Incident Manager | ITIL Expert

Wipro; Nashville (NC); On-site; USD 60,000 - 135,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Disability insurance

Paid time off

Job summary

Wipro Limited is seeking a Senior Major Incident Manager to act as the single point of contact for major incidents, coordinating Resolver Groups, SMEs and stakeholders to restore services within SLAs. The role emphasizes MIR creation, knowledge-base updates, and monthly process reporting.

Ideal candidates will have extensive ITIL experience, strong leadership, and the ability to drive preventive actions and training across virtual teams.

Qualifications

• 8–10 years in driving service operations and incident management.
• 5–8 years experience in IM and MIM processes.
• Mandatory: ITIL Incident Mgmt; ITIL Expert or two ITIL Intermediate certs.
• Strong analytical, communication, presentation and reporting skills.
• Leadership, people management and operational skills.
• Exposure to ITIL practices and helpdesk environments.
• Willingness to work in shifts and be proactive about improvements.

Responsibilities

• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration
• Coordinating with the respective SMEs for speedy resolution of the Major Incident
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed
• Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future
• Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

Skills

ITIL Incident Mgmt

IM/MIM Management

ITIL Expert

Helpdesk experience

Analytical skills

Communication skills

Leadership

Shift adaptability

Stakeholder management

Job description

Wipro Limited is seeking a Senior Major Incident Manager to act as the single point of contact for major incidents, coordinating Resolver Groups, SMEs and stakeholders to restore services within SLAs. The role emphasizes MIR creation, knowledge-base updates, and monthly process reporting.

Ideal candidates will have extensive ITIL experience, strong leadership, and the ability to drive preventive actions and training across virtual teams.