MIM Lead
Incident Management
ITIL Major Incident Management (Advanced Level) – Strong understanding of governance and escalation frameworks.
AI/ML & Predictive Analytics – Ability to apply AI for impact analysis and proactive risk management.
Automation Tools & AIOps Platforms – Proficiency in ServiceNow, Wipro automation accelerators, and industry-standard tools.
Crisis Communication & Leadership – Skilled in managing stakeholders under high-pressure scenarios.
Analytical & Problem-Solving Skills – Expertise in root cause analysis and trend forecasting.
Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations
Key Metrics: 1. MTTR / Resolution Time, 2. Communication and SLA Adherence, 3. No of Major Incidents 4. Repeat Incident Analysis 5. Management Dashboard 6. Performance Scorecard.
8-10 years exp in driving the service operations.
Should have exposure to ITIL practices.
Experience in helpdesk environment
Ability to work in shift and flexible schedule
Building & Maintaining Relationships with all stakeholders
End to end ownership for customer satisfaction through levels of support
Planning and organization & working well with Virtual Team
Virtual Team Management Skills
Relationship Management for services and vendors interface
Ability to motivate Staff and Mentorship
Strong analytical, communication, presentation and reporting skills
Good leadership, people management and operational skills
Good written & verbal communication skills
Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
Excellent team skills with ability to listen and contribute to discussions and meetings
External - ITIL 5 Foundation or ITIL 4 Practice Manager Certification
