Experience- 7 to 12 Years

Key Responsibilities

- Lead and manage

Major Incidents (P1/P2) across IT and telecom environments.

- Own the end-to-end incident lifecycle

: detection, triage, escalation, resolution, and closure.Coordinate bridge calls and war rooms with application, infrastructure, and vendor teams.

- Manage incidents impacting

BSS systems preferably Front End Portals, CRM - Salesforce, Integration - Tibco, Billing -E// , SAP and OSS/networks.

- Provide timely and accurate stakeholder communications (status updates, outage notifications).

- Drive

Root Cause Analysis (RCA) and post-incident reviews.

- Identify recurring issues and work with Problem and Change Management teams.

- Track and report KPIs: MTTR, SLA compliance, incident trends

.

Required Skills

Strong knowledge of telecom BSS platforms

.

- Robust knowledge of Cloud Technologies AWS and Azure.

- Hands-on experience with ITIL Incident and Problem and Change Management

.

- Familiarity with monitoring and ticketing tools (ServiceNow, Elastic, OpsRamp, NewRelic etc.).

- Excellent communication, leadership, and crisis management skills.

📌 MIM with mandatory Telecom experience- 7 to 12 years (Pune)
🏢 Wipro
📍 Pune