MAJOR INCIDENT MANAGER L1

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 nearly 245,000 employees and business partners across 65 countries, we deliver on the promise of helping our clients, colleagues, and communities thrive in an ever-changing world. 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.

Website

http://www.wipro.com

Job Description

Do
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

KEY SKILLS AND COMPETENCIES
    8-10 years exp in driving the service operations. 
    Min 8 year of experience in managing the IM and MIM processes
    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
    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 helpdesk environment
    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
    Ability to work in shift and flexible schedule 
    Ability to motivate staff 
    Excellent team skills with 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

Mandatory Skills: ITIL Incident Mgmt

Role: Major Incident Manager

Location: Goregaon East, Mumbai

Experience: 8-12 Years

Job Description:

• Own the entire MIM lifecycle.
• Lead and manage all Priority 1 and Priority 2 incidents from initiation through service restoration.
• Establish and drive major incident bridge calls.
• Coordinate technical teams, application teams, infrastructure teams, and third-party vendors during service disruptions.
• Ensure timely engagement of SMEs and support groups.
• Drive swift decision-making to minimize business impact
• Provide timely, accurate, and audience-appropriate incident communications.

  Technical & Process Skills

• ITIL Incident, Problem, Change, and Service Management expertise.
• ServiceNow or equivalent ITSM tools.
• Strong understanding of Infrastructure and Application support environments.
• Knowledge of SLA, OLA, and KPI management.
• Experience handling high-severity incidents in 24x7 environments.