Job Description
Job Title:  ITIL - Major Incident Manager - Ahmedabad - 6 to 8 Yrs
City:  Ahmedabad
State/Province:  Gujarat
Posting Start Date:  7/1/26
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.
Job Description: 

ITIL - Major Incident Manager - Ahmedabad - 6 to 8 Yrs

The ITIL Incident Manager is responsible for end-to-end governance of the Incident Management process, ensuring rapid restoration of services, minimizing business impact, and driving continuous improvement in incident handling across enterprise IT environments.Incident Management aims to restore normal service operations at the earliest and ensure SLA adherence.

🔷 Key Responsibilities (Detailed & Structured)

1. Incident Lifecycle Management (Core Responsibility)

  • Own complete Incident lifecycle:
    • Logging → Categorization → Prioritization → Assignment → Resolution → Closure
  • Ensure incidents are handled as per ITIL standards and SLA commitments
  • Drive priority-based handling (P1/P2/P3 incidents)
  • Track:
    • Incident volumes
    • Ageing
    • MTTR (Mean Time to Resolve)

2. Major Incident Management (MIM)

  • Lead P1/P2 major incident bridges (war rooms)
  • Coordinate with cross-functional teams (Infra / Network / App / Vendors)
  • Ensure: 
    • Quick service restoration
    • Real-time stakeholder communication
  • Act as single point of contact during critical incidents
  • Drive Post Incident Reviews (PIR) and RCA closure

6. Problem Management Collaboration

  • Work closely with Problem Manager to: 
    • Drive Root Cause Analysis (RCA)
    • Eliminate recurring incidents
  • Ensure: 
    • Known Error Database (KEDB) updates
    • Preventive actions are implemented
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Mandatory Skills: ITIL Incident Mgmt .

 

Experience: 5-8 Years .

 

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.
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