Job Description:
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- Job Title: Major Incident Manager
- City: Pune
- State/Province: Maharashtra
- Posting Start Date: 6/12/26
- Job Description:
JD - MIM
- End to end ownership of the Major Incident with the aim to minimize the time to restore.
- Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
- Ensure a systematic process is followed for all Major Incidents from opening to closure.
- Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams.
- Prepare clear and concise comms and publish them based on the priority of the incident.
- Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
- Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
- Activate and manage the Incident WAR Room (Management bridges)
- Ensure consistency of the incident documentation / references across all systems
- Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
- Maintain the escalation tree (internal and with third parties)
- Report to Operational Manager on the efficiency of the Major Incident Management process
Technical Expertise:
Soft Skills
- Leadership with ability to do effective multitasking
- Clear Verbal and
📌 Major Incident Manager (Pune)
🏢 Wipro
📍 Pune