Major Incident Manager - L2

Wipro Limited is a leading technology services and consulting company dedicated to creating innovative solutions that cater to clients" most intricate digital transformation requirements. With a comprehensive portfolio encompassing consulting, design, engineering, and operations, we assist clients in achieving their ambitious goals and establishing sustainable, future-ready businesses. Our global presence spans over 65 countries, with a workforce exceeding 230,000 employees and business partners. At Wipro, we are committed to facilitating the success and growth of our customers, colleagues, and communities in a constantly evolving world. As a Major Incident Manager at Wipro, your primary responsibilities will include acting as a Single Point of Contact (SPOC) for customers during major incidents, driving the Major Incident (MI) Bridge by engaging relevant Resolver Groups until resolution, updating key stakeholders on incident status and service restoration, coordinating with subject matter experts for timely incident resolution, ensuring adherence to agreed upon SLAs, implementing preventive measures to mitigate service and business impact, preparing Major Incident Reports (MIR), updating resolution procedures in the knowledge database, conducting review meetings to identify incident triggers and prevent future occurrences, analyzing root causes, collaborating with process managers to prevent recurring incidents, providing regular reports on the Major Incident Management Process, and conducting training sessions for teams and new joiners to prevent major incidents. Key Skills and Competencies required for this role include 8-10 years of experience in driving service operations, a minimum of 8 years in managing Incident Management (IM) and Major Incident Management (MIM) processes, ITIL expertise or certification, strong analytical, communication, presentation, and reporting skills, effective leadership and people management abilities, familiarity with ITIL practices, proficiency in written and verbal communication, experience in a helpdesk environment, motivation, adaptability, willingness to drive operational efficiency through innovation, teamwork, customer focus, planning and organization skills, virtual team management, relationship building, and end-to-end ownership for customer satisfaction. Mandatory Skills: ITIL Incident Management Join us at Wipro and be a part of our journey to reinvent the digital landscape. We are seeking individuals who are driven by reinvention and committed to continuous personal and professional growth. Our culture thrives on innovation, adaptability, and purpose-driven initiatives. Come and be a part of a dynamic organization that empowers you to shape your own reinvention. At Wipro, we welcome applications from individuals with disabilities and are dedicated to fostering an inclusive and diverse work environment.,