Job Description
Job Title:  MAJOR INCIDENT MANAGER
City:  Gdansk
State/Province:  pomorskie
Posting Start Date:  5/15/26
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: 

Location and Work Mode:

  •  Hybrid module of work from Gdańsk  – 3 days from the office

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Responsibilities:

  • Lead and oversee the entire incident management lifecycle from identification through resolution and closure, ensuring adherence to agreed timelines and quality standards.
  • Serve as the primary liaison and communication hub during major incidents, providing timely and transparent updates to internal teams, leadership, and external stakeholders.
  • Conduct thorough root cause analyses following incident resolution to identify underlying issues and develop actionable recommendations to prevent recurrence.
  • Develop, review, and enhance incident management policies, procedures, and best practices to align with evolving industry standards and business needs.
  • Collaborate intensively with cross-functional teams including IT infrastructure, security, operations, and business units to facilitate coordinated and seamless incident response.
  • Analyze incident trends and metrics, preparing detailed reports that inform leadership decisions and continuous service improvement initiatives.
  • Design and deliver incident response training programmes to raise awareness, build team capabilities, and reinforce readiness at all organizational levels.
  • Ensure strict compliance with regulatory requirements and service level agreements (SLAs) related to incident handling and reporting.
  • Manage vendor relationships and escalate incidents to third-party service providers when necessary, ensuring accountability and resolution.

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Candidate Profile and Requirements:

  • Bachelor’s degree in Computer Science, Information Technology, or a closely related discipline; equivalent professional experience will be considered to enhance diversity and inclusion.
  • A minimum of 3 years of hands-on experience managing IT incidents or working within IT service management functions, preferably in dynamic, high-pressure environments.
  • Certifications such as ITIL Foundation or ISO 20000 Practitioner are highly desirable, demonstrating a solid foundation in IT service lifecycle and best practices.
  • Demonstrated ability to analyze complex problems, make timely decisions, and apply structured problem-solving methods in crisis situations.
  • Exceptional verbal and written communication skills in English, enabling clear articulation of technical and non-technical information to diverse audiences.
  • Proficiency with incident management tools, ITSM platforms, and monitoring systems to streamline workflows and maintain accurate incident records.
  • Experience collaborating effectively within multidisciplinary teams, ensuring cohesive and rapid responses to unfolding incidents and minimizing impact.
  • Comfort working in environments with 24/7 operational demands, including managing escalations during off-hours and balancing competing priorities.

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What we offer:

  • Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
  • Premium medical services for employees and family members (Luxmed)
  • Life & Disability Insurance for employees and family members (Generali)
  • Profitable Voluntary Pension Fund
  • Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
  • Integration and cultural events for employees
  • Reward and recognition programs for high performers
  • Employee Referral bonuses
  • Relocation assistance: accommodation, travel, and other covered expenses

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Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.
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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