Job Description
Job Title:  MAJOR INCIDENT MANAGEMENT LEAD
City:  Bengaluru
State/Province:  Karnataka
Posting Start Date:  5/1/26
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: 

Job Description

MIM Lead Incident Management ITIL Major Incident Management (Advanced Level) – Strong understanding of governance and escalation frameworks.
AI/ML & Predictive Analytics – Ability to apply AI for impact analysis and proactive risk management.
Automation Tools & AIOps Platforms – Proficiency in ServiceNow, Wipro automation accelerators, and industry-standard tools.
Crisis Communication & Leadership – Skilled in managing stakeholders under high-pressure scenarios.
Analytical & Problem-Solving Skills – Expertise in root cause analysis and trend forecasting.		 Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations
Key Metrics: 1. MTTR / Resolution Time, 2. Communication and SLA Adherence, 3. No of Major Incidents 4. Repeat Incident Analysis  5. Management Dashboard 6. Performance Scorecard.		 8-10 years exp in driving the service operations.
Should have exposure to ITIL practices.
Experience in helpdesk environment
Ability to work in shift and flexible schedule
Building & Maintaining Relationships with all stakeholders
End to end ownership for customer satisfaction through levels of support
Planning and organization & working well with Virtual Team
Virtual Team Management Skills
Relationship Management for services and vendors interface
Ability to motivate Staff and Mentorship		 Strong analytical, communication, presentation and reporting skills
Good leadership, people management and operational skills
Good written & verbal communication skills
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
Excellent team skills with ability to listen and contribute to discussions and meetings		 External - ITIL 5 Foundation or ITIL 4 Practice Manager  Certification

 

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MIM Lead Incident Management ITIL Major Incident Management (Advanced Level) – Strong understanding of governance and escalation frameworks.
AI/ML & Predictive Analytics – Ability to apply AI for impact analysis and proactive risk management.
Automation Tools & AIOps Platforms – Proficiency in ServiceNow, Wipro automation accelerators, and industry-standard tools.
Crisis Communication & Leadership – Skilled in managing stakeholders under high-pressure scenarios.
Analytical & Problem-Solving Skills – Expertise in root cause analysis and trend forecasting.		 Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations
Key Metrics: 1. MTTR / Resolution Time, 2. Communication and SLA Adherence, 3. No of Major Incidents 4. Repeat Incident Analysis  5. Management Dashboard 6. Performance Scorecard.		 8-10 years exp in driving the service operations.
Should have exposure to ITIL practices.
Experience in helpdesk environment
Ability to work in shift and flexible schedule
Building & Maintaining Relationships with all stakeholders
End to end ownership for customer satisfaction through levels of support
Planning and organization & working well with Virtual Team
Virtual Team Management Skills
Relationship Management for services and vendors interface
Ability to motivate Staff and Mentorship		 Strong analytical, communication, presentation and reporting skills
Good leadership, people management and operational skills
Good written & verbal communication skills
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
Excellent team skills with ability to listen and contribute to discussions and meetings		 External - ITIL 5 Foundation or ITIL 4 Practice Manager  Certification

 

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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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