Major Incident Manager

Please find below Job Description for your reference.

Position -Incident Manager

Work Mode- Work from office

Employment Mode- Permanent

Location-Bengaluru/Pune/Chennai

Exp-8-10 years

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

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 Desc

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

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

Soft Skill Desc:

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

Certification:

External - ITIL 5 Foundation or ITIL 4 Practice Manager Certification