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Title:  Major Incident Manager - L1

Requisition ID:  56313
City:  Bengaluru
Country/Region:  IN
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

CBR: 250K

Location – PAN INDI

Exp -8-10yrs

 

The main points that need to be strong in candidates are:  

•           Incident Management – end to end, communicating & coordinating with everyone concerned until resolution

•           BCDR – tabletop exercises & managing during an incident

•           ITIL training

•           Technical experience across technology towers

•           Demonstrated experience in very good communication skills with both team members and senior executives

 

SKILLS/ EXPERIENCE

Incident Management:

•           Experience in acting as a liaison in global efforts and multiple organizations

•           Anticipates potential obstacles and develops contingency plans to overcome them

•           Solid understanding and awareness of risk management, infrastructure and application stack

 

Problem Management:

•           Drive development teams and/or stakeholders to remediate the issue(s) identified (continuous service improvement)

•           Drive transformation opportunities within and across ETO, where applicable and appropriate

•           Evaluate, recommend, steer towards building efficiencies & automation. Strive for globally consistent processes at all times.

•           Identifies inconsistencies or discrepancies that are not obvious

 

Business Continuity Management:

•           Ability to understand the business continuity plans and assisting with managing simulations of large crisis events

•           Ability to work on table-top drills for business continuity exercises

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KEY SKILLS AND COMPETENCIES
•    8-10 years exp in driving the service operations. 
•    Min 8 year of experience in managing the IM and MIM processes
•    Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
•    Strong analytical, communication, presentation and reporting skills
•    Good leadership, people management and operational skills
•    Should have exposure to ITIL practices.
•    Good written & verbal communication skills
•    Experience in helpdesk environment
•    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
•    Ability to work in shift and flexible schedule 
•    Ability to motivate staff 
•    Excellent team skills with ability to listen and contribute to discussions and meetings
•    Building & Maintaining Relationships 
•    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

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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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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