Wipro has an immediate opening for ITIL Incident Manager. This is a client-facing role & the candidate will have regular interactions with various client managers.

If you meet our requirements and skills and looking for an opportunity to be rewarded for your skills and expertise, this is the ideal opportunity for you!

Responsibilities:

• Service reporting/Contribute to the Service Delivery Reports and participate in Client reviews, provide inputs/justifications on the incidents.
• Analyze the incidents, perform the Root cause analysis, propose process improvement areas and drive the continual service improvement initiatives.
• Interface with offshore counterparts, and ensure the continuity in the process delivery (Shifts might be necessary, to handle the 24x7 requirement for handling P1 Incidents)
• Ensure all the life cycle activities on the incident are performed religiously.
• Generate Aging, MTTR, and other defined KPI reports related to Incident Management to identify the process improvements.
• Train/coach the technical team on the Incident process, ITIL best practices to address gaps in process adherence.
• Experience in handling Critical Incident Handling (Mandatory) & Incident Management process activities in accordance to ITIL Best Practices framework.
• Experience in handling Critical Incidents/Major Incidents, driving the technical bridge, coordinating for the right resources and navigating the critical incident towards faster resolution.
• Ability to work with technical teams, communicate effectively, drive the incident management objectives across the teams.
• Ability to Interface with Problem Manager, support the root cause analysis exercises, feed inputs to corrective and preventive actions during CAPA calls.
• Ability to Interface with Change manager, feed inputs to Change Advisory Board (CAB) on the potential incidents using the known errors from the past.

Basic Qualification:

• 6-8 Years of Experience required in handling the Incident Process, end to end.
• ITIL Foundation Certified.

Preferences:

• Experience in working on ServiceNow ticketing tool preferred.
• Decent understanding on the Application Development Life Cycle preferred.
• ITIL Intermediate - Service Operations (v3) /Equivalent v4 Certification preferable