Incident Manager - L1

As a part of Wipro Limited, a leading technology services and consulting company, your role will involve driving the efficiency and effectiveness of the Incident Management process. Your responsibilities will include: - Ensuring proper prioritization, categorization, routing, restoration/resolution, and closure of all Incidents as per the defined process and customer agreements. - Providing regular updates to customers, end-users, and stakeholders throughout the Incident Management cycle and engaging in knowledge management activities. - Playing a crucial role in meeting SLAs and other KPIs, producing Process Performance Reports, ensuring process adherence across the Account, and supporting Process audits and assessments. - Identifying service improvements, addressing gaps identified in audits and assessments, conducting Incident and Major management training, and monitoring the effectiveness of the IT Service Management tool. The ideal candidate for this position will possess: - Excellent people management and operational skills - Ability to interact effectively with individuals at all levels of the Customer and IT provider organization - Good presentational and communication skills - Reasonable technical understanding - ITIL Foundation Level Training or knowledge, with a preference for ITIL SO intermediate certification - 5-8 years of experience in IT Service Management Key Skills and Competencies: - Excellent people management and operational skills - Ability to interact with all levels of the Customer and IT provider organization - Good presentational skills - Effective communication skills - Reasonable technical understanding and ability to translate technical requirements into business issues - ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification Mandatory Skills: ITIL Change Mgmt Experience: 3-5 Years Join Wipro as they embark on a journey of reinvention and transformation, committed to building a modern organization. Be part of a business driven by purpose and enable yourself to design your own reinvention. Applications from individuals with disabilities are encouraged and welcomed.,