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Major Incident Manager

Wipro Limited -
Pune, Maharashtra

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Job details

4 days ago

Qualifications

Incident management
ITIL
IT support
IT
Application support
Communication skills

Full job description

Job Description

Job Title: Major Incident Manager

City: Pune

State/Province: Maharashtra

Posting Start Date: 6/12/26

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:

Job Description

JD - MIM

End to end ownership of the Major Incident with the aim to minimize the time to restore.
Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
Ensure a systematic process is followed for all Major Incidents from opening to closure.
Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams.
Prepare clear and concise comms and publish them based on the priority of the incident.
Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
Activate and manage the Incident WAR Room (Management bridges)
Ensure consistency of the incident documentation / references across all systems
Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
Maintain the escalation tree (internal and with third parties)
Report to Operational Manager on the efficiency of the Major Incident Management process

Technical Expertise :

Soft Skills

Leadership with ability to do efficient multitasking
Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
Client Oriented with Strong Relationship management with experience in IT Support and service Management
Reactivity and ability to solve problems by using different methods
Ability to learn and adapt and to be proactive
Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
Ability to work under pressure

Requirement
Infrastructure or Application support hands on experience of 6-8 years is mandatory
Overall IT experience: 8 Years +
IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT
Having knowledge about monitoring tools
Good understanding of transversal technologies (Servers, Network, DBA)
Technologies and/or Applications background with ability to grasp impact and interdependencies

Mandatory Skills: ITIL Incident Mgmt .

Experience: 3-5 Years .

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.

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