Incident Coordinator

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

With 900+ employees in Poland supporting over 45 clients, 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. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!

Work model: Hybrid from Gdansk or Warsaw office (1-3 days from the office)

Contract type: Employment contract (UoP) or B2B contract

Role Overview

We are looking for a proactive and detail-oriented Incident Coordinator to join our Service Management team. In this role, you will be responsible for coordinating and managing high-priority incidents, ensuring rapid service restoration while minimizing business impact. You will act as the central point of communication during critical incidents, collaborating with technical teams, service owners, and business stakeholders to drive effective incident resolution.

The ideal candidate will have hands-on experience in Incident Management and Major Incident Management , strong communication skills, and the ability to work efficiently in a fast-paced, global environment operating on a 24x7 support model .

Key Responsibilities:

• Coordinate and manage the lifecycle of major and high-priority incidents to ensure timely resolution and service restoration.
• Facilitate and chair Major Incident Management (MIM) bridge calls, ensuring the engagement of all relevant support teams.
• Drive incident triage, prioritization, escalation, and stakeholder communication activities.
• Coordinate cross-functional teams across infrastructure, applications, networks, cloud, and third-party vendors during incident resolution.
• Provide regular incident status updates to business stakeholders, technical teams, and leadership.
• Monitor incident progress and ensure actions are completed within agreed timelines.
• Support escalation management processes and ensure appropriate engagement of technical experts.
• Ensure compliance with Incident Management processes, operational procedures, SLAs, and OLAs.
• Assist in conducting post-incident reviews and contribute to root cause analysis discussions.
• Work closely with Problem Management, Change Management, Release Management, and Service Desk teams to support service stability and continuous improvement.
• Maintain accurate incident documentation, reports, and management summaries.
• Track and analyze incident trends to identify recurring issues and opportunities for process improvement.
• Support service governance activities and contribute to operational excellence initiatives.
• Participate in a 24x7 shift rotation and provide support during critical business-impacting incidents.

Required Skills and Qualifications:

• 2-4 years of experience in Incident Management, Major Incident Management, or IT Service Management environments.
• Hands-on experience working as an Incident Coordinator or Major Incident Coordinator.
• Good knowledge of the ITIL framework and practical experience in Incident Management and Major Incident Management processes.
• Experience facilitating or supporting Major Incident Management (MIM) calls.
• Experience managing cross-tower incidents and coordinating multiple support teams.
• Good understanding of Service Desk operations, escalation management, and operational support processes.
• Ability to communicate effectively with technical teams, business stakeholders, and leadership.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work effectively under pressure and manage multiple priorities simultaneously.
• Experience with ITSM tools such as ServiceNow, Remedy, BMC Helix, or similar platforms.
• Strong stakeholder management and customer-focused approach.
• Willingness to work in a rotational 24x7 shift environment.

Preferred Qualifications:

• ITIL Foundation Certification or equivalent IT Service Management certification.
• Knowledge of Problem Management, Change Management, or Release Management processes.
• Experience supporting enterprise-scale IT environments.
• Exposure to cloud technologies and modern infrastructure environments.
• Experience in KPI reporting, service reviews, and continuous service improvement initiatives.
• Experience working in multicultural and global delivery environments.

What we offer (applicable to the CoE):

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Lux med)
• Life & Disability Insurance for employees and family members (Generali)
• Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
• Variable Pay (part of annual compensation): Quarterly bonus based on company performance.
• Co-financing for glasses
• Access to internal and external learning platforms (i.e. WiLearn, HMM, FutureSkills)
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Foreign language allowance, On-call allowance, Call-out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
• Integration and cultural events for employees
• Performance based Reward and recognition programs

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to [email protected] , through the Internet at www.wiproombuds.com , or by post/courier to Wipro's registered office.

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.