Job Description
Job Title:  Major Incident Manager
Req Id:  90886
City:  Bengaluru
State/Province:  Karnataka
Posting Start Date:  8/21/25
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

Key Responsibilities

Team Leadership & Operational Management

  • Lead and mentor existing Incident management team & L1 operations support team ensuring alignment with service goals, shift coverage, and performance expectations.
  • Provide technical direction, oversee workload distribution, conduct regular performance reviews, and foster a culture of continuous improvement.
  • work closely with client Ops Manager ( Subha ) & drive operational readiness for 24/7 support with seamless shift handovers and on-call rotation plans.

Incident Management & Resolution

  • Own end-to-end incident lifecycle including identification, triage, escalation, coordination, resolution, and closure.
  • Lead major incident bridges (P1/P2), mobilizing cross-functional teams to ensure swift recovery with minimal business impact.
  • Act as the central communication point for stakeholders during incidents, providing timely updates and final RCA reports.
  • Ensure all incidents are logged, categorized, and handled per defined SLAs and ITIL processes.

Stakeholder & Vendor Collaboration

  • Work with cross-functional teams including Mobile Banking SRE, QA, L3 Support and external vendors to resolve issues and ensure operational efficiency.
  • 12-15 years of experience in IT Operations, with 10 + years in an incident or production support leadership role.
  • Proven experience managing support teams and handling major incidents in enterprise-scale 24/7 environments.
  • Deep knowledge of ITIL/ITSM frameworks, with hands-on experience using ServiceNow, Jira, or equivalent.
  • Strong communication and coordination skills across technical and business teams.

Technical Skills

  • Proficient in managing services hosted on Google Cloud Platform (GCP) and microservices-based architectures.
  • Good knowledge of API & Microservices 
  • Strong experience in SQL and BigQuery for data diagnostics and production support.
  • Familiarity with observability and monitoring tools such as Dynatrace, Prometheus, Grafana, Elastic 
  • Solid understanding of application infrastructure, distributed systems, and troubleshooting in production environments.

Key Attributes

  • Customer-Centric: Demonstrates empathy and urgency in restoring services for users.
  • Resilient Leader: Performs effectively under pressure and leads with confidence.
  • Collaborative Partner: Works across diverse teams and stakeholder groups to drive resolution.
  • Process-Oriented: Ensures consistent operations through disciplined process execution.
  • Analytical Mindset: Leverages data and trends to drive improvements and prevent recurrence of issues 

 
Mandatory Skills: ITIL Incident Mgmt .

 

Experience: 8-10 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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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