Major Incident Manager - L1

Wipro


Date: 2 weeks ago
City: Coimbatore, Tamil Nadu
Contract type: Full time
Job description:

Job Description

Do
RESPONSIBILITIES
• Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
• Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
• Coordinating with the respective SMEs for speedy resolution of the Major Incident
• Ensuring the Major incident is resolved within the SLAs agreed with the Customer
• Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
• Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
• Ensuring that all the resolution procedures are updated in the knowledge database / Work log
• Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
• Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
• Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
• Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

͏

KEY SKILLS AND COMPETENCIES
• 8-10 years exp in driving the service operations.
• Min 8 year of experience in managing the IM and MIM processes
• Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Should have exposure to ITIL practices.
• Good written & verbal communication skills
• Experience in helpdesk environment
• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Building & Maintaining Relationships
• End to end ownership for customer satisfaction through levels of support
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface

͏ ͏ ͏

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Junior Payroll Specialist

Zalaris, Coimbatore, Tamil Nadu
4 days ago
Reference No: 2721Office Type: Office Elevate Your Career with Zalaris Zalaris is a rapidly expanding global leader in Tech HR and payroll solutions.We’re big enough for you to grow and be a part of an international environment but small enough for you to be visible and truly make a difference.We foster open communication and short decision-making paths that encourage creative...

Rappit - Senior Quality Analyst - Manual Testing

Rappit, Coimbatore, Tamil Nadu
5 days ago
About RappitRappit (formerly known as Vanenburgis a leading European enterprise software provider. Based on our intelligent application development suite, we empower our customers to outperform their competitors.Rappit provides a future-ready product suite without vendor lock-in, powering business-critical enterprise applications used by 80.000+ users. Our offering also includes services for software development, data & (generative) AI, and cloud operations. Headquartered in...

Test Analyst

Infosys, Coimbatore, Tamil Nadu
1 week ago
Primary skills:Process->Testing processes->Mobile Test Automation process,Technology->Automated Testing->Automated Testing - ALL,Technology->Java->Java - ALL Desirables:Technology->OpenSystem->Python - OpenSystemA day in the life of an Infoscion As part of the Infosys testing team, your primary role would be to Develop test plan, prepare effort estimation and schedule for project execution You will prepare test cases, review test case result and anchor defects prevention activities...