- 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:

- MTTR / Resolution Time,
- Communication and SLA Adherence,
- No of Major Incidents
- Repeat Incident Analysis
- Management Dashboard
- Performance Scorecard.

ITIL Skill description

- 8-10 years exp in driving the service operations.
- Should have exposure to ITIL practices.
- Experience in helpdesk environment
- 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-

- Solid 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 Mentorship

Certification- External - ITIL 5 Foundation or ITIL 4 Practice Manager Certification

📌 MIM Lead--Mumbai and Pune location
🏢 Wipro
📍 Mumbai