Major Incident Management

Job Description

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.

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:
4-6 years exp in driving the service operations.
Min 3 year of experience in managing the MIM processes
Must have knowledge of Service Desk Operations, Problem and Change Management
Must be good in multi-tasking
Preferably ITIL Certified, or ITIL4 trained professional
Strong analytical, communication, presentation, and reporting 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
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

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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