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 occurringIn 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 interfaceMandatory Skills: ITIL Incident ManagementExperience: 5-8 YearsJoin 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 occurringIn 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 prof

Keyskills :
ITIL Incident Mgmt