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- Job Title: MAJOR INCIDENT MANAGER L1
City: Mumbai
State/Province: Maharashtra
Posting Start Date: 6/20/26

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

📌 Major Incident Manager (Mumbai)
🏢 Wipro
📍 Mumbai