MAJOR INCIDENT MANAGER L1

Job Description As a Major Incident Manager L1 at Wipro Limited, your role will involve the following responsibilities: - Acting as a Single Point of Contact (SPOC) for the Customer to provide status updates whenever a major incident occurs - Driving the Major Incident (MI) Bridge by involving all relevant Resolver Groups and continuing discussions until the major incident is resolved - Informing key stakeholders about the status of the major incident and confirming service restoration - Coordinating with Subject Matter Experts (SMEs) for timely resolution of the major incident - Ensuring that the major incident is resolved within the agreed Service Level Agreements (SLAs) with the Customer - Taking preventive actions to minimize service and business impact in case resolution time is anticipated to be high - Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every major incident after closure - Updating all resolution procedures in the knowledge database/Work log - Conducting review meetings with relevant members to identify triggers for major incidents, their causes, and how to prevent future occurrences - Identifying root causes for all major incidents through coordination with the Problem Management process - Coordinating with process managers on a need basis to avoid the recurrence of major incidents - Providing monthly reports on the overall status of the Major Incident Management Process - Conducting training and knowledge-sharing sessions across teams/new joiners to prevent major incidents from occurring In addition, you are expected to possess the following key skills and competencies: - 8-10 years of experience in driving service operations - Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes - Preferably ITIL Expert or minimum two ITIL Intermediate certified professionals - Strong analytical, communication, presentation, and reporting skills - Good leadership, people management, and operational skills - Exposure to ITIL practices - Good written and verbal communication skills - Experience in a helpdesk environment - Motivated individual with a positive and proactive attitude towards work - Willingness to make changes to improve operational efficiency through innovation, process improvement, and adopting best practices - Ability to work in shifts and a flexible schedule - Ability to motivate staff and contribute effectively in discussions and meetings - Building and maintaining relationships with internal and external stakeholders - End-to-end ownership for customer satisfaction through different support levels - Planning, organization, and working effectively with virtual teams - Virtual team management skills and relationship management for services and vendors interface Mandatory Skills: ITIL Incident Management Experience: 5-8 Years Join Wipro Limited and be a part of a modern, innovative organization that empowers you to reinvent yourself, your career, and your skills. Embrace change, evolution, and purpose in a business that values constant transformation and growth. As a Major Incident Manager L1 at Wipro Limited, your role will involve the following responsibilities: - Acting as a Single Point of Contact (SPOC) for the Customer to provide status updates whenever a major incident occurs - Driving the Major Incident (MI) Bridge by involving all relevant Resolver Groups and continuing discussions until the major incident is resolved - Informing key stakeholders about the status of the major incident and confirming service restoration - Coordinating with Subject Matter Experts (SMEs) for timely resolution of the major incident - Ensuring that the major incident is resolved within the agreed Service Level Agreements (SLAs) with the Customer - Taking preventive actions to minimize service and business impact in case resolution time is anticipated to be high - Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every major incident after closure - Updating all resolution procedures in the knowledge database/Work log - Conducting review meetings with relevant members to identify triggers for major incidents, their causes, and how to prevent future occurrences - Identifying root causes for all major incidents through coordination with the Problem Management process - Coordinating with process managers on a need basis to avoid the recurrence of major incidents - Providing monthly reports on the overall status of the Major Incident Management Process - Conducting training and knowledge-sharing sessions across teams/new joiners to prevent major incidents from occurring In addition, you are expected to possess the following key skills and competencies: - 8-10 years of experience in driving service operations - Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes - Preferably ITIL Expert or minimum two ITIL Intermediat