Incident Management

1 day ago

Mumbai, Maharashtra, India WNS Global Services Full time
Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description


• Assess and validate major incidents. Manage notifications and escalations as defined in the major incident management process.


• Manage and coordinate recovery actions and plans for major incidents to resolution.


• Provide timely and informative updates to management, stakeholders, and users until incident closure.


• Monitor the incidents to ensure that the Service Level Agreements are adhered to both from a response and resolution perspective
• Ensure the appropriate level of technical or functional support team is actively engaged.


• Manage incident technical bridge calls and provide direction if further escalation is required.


• Ensure that accurate timelines of recovery plans and activities on major incidents are documented via detailed chronology


• Ticket generation, notifications and followups with relevant functional groups for service incidents ensure redundancy is maintained.


• TAM coordination for client notifications and issues.


• Planned / Emergency activity mailers and bridge initiation
• Understand and track outstanding preventive actions and improvement plans for incidents escalated until closure for all aspects covered in the Root Cause Analysis report


• Ensure the closure of all resolved and end-user-confirmed Incident records
• Good Understanding of ITS Infrastructure (Network / Server / IT Security Etc.)


• Daily incident reports to relevant EIT stakeholders
• Ensuring the ServiceDesk ticket source data is updated with all relevant information including resolution procured from the subsequent RCA

Qualifications

Graduate

Additional Information

work from office only 

24*7 shift ( incudling night shift )

  • Incident Manager

    1 day ago

    Mumbai, Maharashtra, India Zycus Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About UsZycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.The Merlin Intake Agent...

  • Incident Manager

    1 day ago

    Mumbai, Maharashtra, India Zycus Infotech Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About UsZycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.The Merlin Intake Agent...

  • STA Incident Manager

    1 week ago

    Mumbai, Maharashtra, India BNP Paribas Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Position Purpose BNP Paribas is looking for well organized, dynamic, and highly motivated individuals for the role of Incident Manager for STA under the ITGP Production area. The role will require excellent Incident Management skills and very high level of communication skills (both written and verbal) and thorough understanding of support functions and...

  • Critical Incident manager

    3 days ago

    Mumbai, Maharashtra, India Lenovo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    General InformationReq #WD Career area:ServicesCountry/Region:IndiaState:MaharashtraCity:MumbaiDate:Friday, September 5, 2025Working time:Full-timeAdditional Locations:India - Mahārāshtra - MumbaiIndia - Mahārāshtra - MumbaiWhy Work at LenovoWe are Lenovo. We do what we say. We own what we do. We WOW our customers.Lenovo is a US$69 billion revenue global...

  • Incident Response Manager

    2 days ago

    Mumbai, Maharashtra, India Essen Vision Software Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Incident Response Manager Key Highlights of the Role:Oversee and enhance the Incident Response (IR) program (BAU & sustainment). Manage incident detection, response, and reporting with precision. Regularly update IR runbooks & playbooks to align with evolving threats. Monitor dashboards & KPIs for real-time insights. Conduct monthly Breach &...

  • Incident Management Professional

    1 week ago

    Mumbai, Maharashtra, India Growel Softech Pvt. Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    :Good knowledge on Incident management process overallUnderstanding of inter relation of IM and other ITIL processes Should have good knowledge on ticket audits backlogs and quality measuresShould have good knowledge on Problem Management and trend analysisShould have knowledge on multitower collaboration and work along until resolution Should have good...

  • Incident Management Assistant Manager

    1 day ago

    Navi Mumbai, Maharashtra, India WNS Global Services Pvt Ltd Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Incident Management - Assistant Manager - EIT Company Description WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses...

  • Incident Manager

    1 week ago

    Mumbai, Maharashtra, India Future Focus Infotech Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Greetings from Future Focus InfotechWe have multiple opportunities Incident ManagerExp: 3+yrsLocation : Malad (Mumbai)Job Type- This is a Permanent position with Future Focus Infotech Pvt Ltd & you will be deputed with our client.A small glimpse about Future Focus Infotech Pvt Ltd. (Company URL: )If you are interested in above opportunity, send updated CV...

  • Incident Management Manager

    7 days ago

    Navi Mumbai, Maharashtra, India Talentco Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    The IT Infrastructure Incident Manager oversees all unplanned IT service disruptions, ensuring swift resolution to minimize business impact. Requires strong coordination, communication, and to lead teams under pressure and maintain service quality.

  • Incident Management Manager

    1 week ago

    Mumbai, Maharashtra, India Tata Consultancy Services Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Exp Range- 4 to 6 Location- MumbaiMust-Have**Good Knowledge of ITIL processesDocumentation skillsGood communicationGood interpersonal skills to work with different stakeholdersGood presentation skillsUnderstanding of ITIL processReady to work in 24x7 shift support window.Good-to-HaveBasic understanding of datacenter technologiesResponsibility of /...