Major Incident Manager

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. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability, and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

• A PROUD HISTORY OF OVER 75 YEARS
• FY22 REVENUE 10.4 BN USD
• WE’RE PRESENT IN 66 COUNTRIES
• OVER 1,400 ACTIVE GLOBAL CLIENTS

The Major Incident Manager is responsible for the entire Major Incident Management Process within an engagement. The Major Incident Manager is expected to provide resolution to all the Major incidents within the SLAs agreed upon and provide the overall status of the Major incident resolution process periodically.

RESPONSIBILITIES

• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.

• Driving the MI Bridge by involving all relevant Resolver Groups and continuing the discussions till the Major incident is resolved.

• Informing the key stakeholders on the status of the Major incident after getting the confirmed service restoration.

• Coordinating with the respective SMEs for the 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 from happening in the future.

• Ensuring that the causes for all Major incidents are analyzed and the root cause is identified (through coordinating with the Problem Management process).

• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on a need basis to avoid reoccurring 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 major incidents.

KEY SKILLS AND COMPETENCIES

• Preferably ITIL4 Foundation certified professional.

• Have a basic knowledge of networking- routing, switching, and telecom technologies.

• Strong analytical, communication, presentation, and reporting skills

• Good leadership, people management, and operational skills

• Should have exposure to ITIL practices.

• Good written & verbal communication skills.

• Experience in a helpdesk environment.

• Highly motivated individual, with a positive & proactive 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

• Ability to work in shifts and flexible schedule

• Ability to motivate staff

• Excellent team skills with the ability to listen and contribute to discussions and meetings

• Building & Maintaining Relationships

• 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

• Strong staff management skills

• Client service oriented

• Effective communication skills

• Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa

• Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal etc).

US citizens are preferred for this role.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.