Major Incident Manager (MIM) - Lead

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role: Major Incident Manager (MIM) - Lead

Employment Type: Fixed term 1-2 years

Job Summary

We are looking for an experienced Major Incident Manager (MIM) - Lead to drive the end-to-end management of critical IT incidents and ensure rapid service restoration with minimal business impact. The role requires strong ITIL knowledge, stakeholder management skills, and the ability to coordinate cross-functional teams during high-priority incidents.

Key Responsibilities

• Lead and manage P1/P2 major incidents through to resolution.
• Chair technical and business Major Incident bridge calls.
• Coordinate cross-tower teams including Infrastructure, Applications, Network, Cloud, and Service Desk.
• Drive incident escalations and provide timely communication to business and senior stakeholders.
• Conduct incident trend analysis and raise Problem Management records for recurring issues.
• Facilitate Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
• Ensure compliance with ITIL Incident, Problem, and Change Management processes.
• Prepare incident reports, dashboards, and executive summaries.
• Work closely with Service Desk and operations teams to improve service stability and operational efficiency.

Required Skills & Experience

• 6-8 years of experience in Major Incident Management.
• Strong understanding of ITIL processes including Incident, Major Incident, Problem, and Change Management.
• Hands-on experience leading major incident calls and managing critical service outages.
• Experience handling complex, cross-functional, and multi-tower incidents.
• Good understanding of Service Desk operations and Escalation Management.
• Strong stakeholder management and communication skills.
• Knowledge of enterprise applications, infrastructure services, and IT operations.
• Ability to perform under pressure in a fast-paced 24x7 environment.

Preferred Qualifications

• ITIL Certification preferred.
• Experience with ServiceNow or similar ITSM tools.
• Exposure to global support environments.

Mandatory Skills: Process Tools . Experience: 8-10 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.