Job description:
Job Description Job Description
• ITIL Major Incident Management (Advanced Level) – Strong understanding of governance and escalation frameworks.
• AI/ML & Predictive Analytics – Ability to apply AI for impact analysis and proactive risk management.
• Automation Tools & AIOps Platforms – Proficiency in ServiceNow, Wipro automation accelerators, and industry-standard tools.
• Crisis Communication & Leadership – Skilled in managing stakeholders under high-pressure scenarios.
• Analytical & Problem-Solving Skills – Expertise in root cause analysis and trend forecasting.
Key Deliverables
Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations
Key Metrics:
1. MTTR / Resolution Time,
2. Communication and SLA Adherence,
3. No of Major Incidents
4. Repeat Incident Analysis
5. Management Dashboard
6. Performance Scorecard.
ITIL Skill description
• 8-10 years exp in driving the service operations.
• Should have exposure to ITIL practices.
• Experience in helpdesk setting
• Ability to work in shift and flexible schedule
• Building & Maintaining Relationships with all stakeholders
• End to end ownership for customer satisfaction through levels of support
Soft skill description-
• Strong analytical, communication, presentation and reporting skills
• Good leadership, people management and operational skills
• Good written & verbal communication skills
• Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through, innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere
• Excellent team skills with ability to listen and contribute to discussions and meetings
• Planning and organization & working well with Virtual Team
• Virtual Team Management Skills
• Relationship Management for services and vendors interface
• Ability to motivate Staff and
📌 MIM Lead--Mumbai and Pune location
🏢 Wipro
📍 Mumbai