Incident Manager L1

As an Incident Manager L1 at Wipro Limited, your role involves driving the efficiency and effectiveness of the Incident Management process. Your key responsibilities include: - Ensuring correct prioritization, categorization, routing, restoration/resolution, and closure of all Incidents as per the defined process - Providing regular communication updates to Customers, End-Users, and other Stakeholders throughout the Incident Management cycle - Engaging in knowledge management activities such as creation and sustenance - Meeting SLAs and other KPIs while producing Process Performance Reports - Ensuring Process adherence across the Account and supporting Process audits and assessments - Implementing Service improvements based on audits and assessments - Conducting Incident and Major management training sessions and spreading awareness - Monitoring the effectiveness of the IT Service Management tool and aligning it with process execution Your key skills and competencies for this role include: - Excellent people management and operational skills - Ability to interact effectively with all levels of the Customer and IT provider organization - Strong presentational and communication skills - Reasonable technical understanding to translate technical requirements into easily understood business issues - ITIL Foundation Level Training or knowledge required, with preferred ITIL SO intermediate certification - 5-8 years of experience in IT Service Management Additionally, Wipro Limited is a leading technology services and consulting company focused on building innovative solutions for clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in an ever-changing world. Join Wipro to be part of a modern organization that values reinvention and empowers you to design your own career evolution.,