Job Description
Job Title:  INCIDENT MANAGER L1
City:  Chennai
State/Province:  Tamil Nadu
Posting Start Date:  4/24/26
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

Shift :  5 pm IST to 1:30 am IST

 

JD - RESPONSIBILITIES

  • Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
  • Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
  • Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
  • Coordinating with the respective SMEs for speedy resolution of the Major Incident
  • Ensuring the Major incident is resolved within the SLAs agreed with the Customer
  • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
  • Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
  • Ensuring that all the resolution procedures are updated in the knowledge database / Work log
  • Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future

 

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KEY SKILLS AND COMPETENCIES

  • 8-10 years exp in driving the service operations.
  • Min 6 year of experience in managing the IM and MIM processes
  • Preferably ITIL v3/2011 Expert, or Min two ITIL Intermediate/ ITIL 4 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

 

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Mandatory Skills: ITIL Incident Mgmt .

 

Experience: 3-5 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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