Major Incident Manager - L1

As a Major Incident Manager at Wipro Limited, you will play a crucial role in ensuring the prompt resolution of major incidents to minimize service and business impact. Your responsibilities will include acting as a Single Point of Contact (SPOC) for customers during major incidents, coordinating with resolver groups, providing status updates to key stakeholders, and working with subject matter experts for speedy resolution. You will be responsible for driving the Major Incident (MI) Bridge process, ensuring that all resolution procedures are updated in the knowledge database, conducting thorough analysis and preparing Major Incident Reports (MIR), and conducting review meetings to identify triggers and prevent future incidents. Additionally, you will collaborate with process managers to avoid the reoccurrence of major incidents and provide periodical reports on the overall status of the Major Incident Management Process. To be successful in this role, you should have 8-10 years of experience in driving service operations, with a minimum of 8 years in managing Incident Management (IM) and Major Incident Management (MIM) processes. ITIL certification, strong analytical and communication skills, good leadership qualities, and experience in a helpdesk environment are essential. You should also possess the ability to work in shifts, motivate staff, and build and maintain relationships with internal and external stakeholders. Join us at Wipro Limited as we reinvent our world and embark on a journey of digital transformation. Be a part of a dynamic team that values constant evolution, innovation, and reinvention. Realize your ambitions and contribute to building a future-ready, sustainable business. Embrace change, empower yourself, and design your own reinvention with us. Applications from individuals with disabilities are encouraged and welcomed. If you are inspired by the opportunity to drive change and make a meaningful impact, we invite you to join us at Wipro and be a part of our purpose-driven organization.,