Job Description

Service Desk Management 

We are one of the largest and leading global technology services, consulting and corporate processes companies in the world. We are present in more than 69 countries and our team is composed of more than 220,000 employees working on six continents. We are technological partners of the largest companies in the world. We proudly serve more than 1500 customers through a vast and extremely complete portfolio, which includes the latest in technology, serving various sectors of the national and international market.

Required Skills:

Incident Response Coordination
CIMs are responsible for managing the lifecycle of critical incidents (typically P2 and P3 severity levels), ensuring swift resolution and minimal business disruption. This includes:

• Setting up and facilitating crisis calls.
• Coordinating with resolver groups and vendors.
• Capturing and communicating business impact across regions

Communication & Stakeholder Engagement
They serve as the central communication hub during incidents:

• Sending global outage notifications and regional progress updates.
• Representing market interests and cascading communications to local service desks

ITSM Process Adherence
CIMs act as regulators for ITSM compliance during incidents:

• Ensuring correct ticket prioritization and escalation.
• Verifying closure with affected users.
• Participating in post-incident reviews and problem forums

Problem Management & Analysis
They proactively engage in problem management by:

• Performing data analysis on incident trends.
• Supporting root cause investigations.
• Documenting actions and outcomes in Incident Action Plans (IAPs)

Wipro is an egalitarian company that offers employment opportunities to all people, running a selection process that does not consider race, gender, nationality, ancestry, disability, sexual orientation or any other status protected by applicable law.

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