Major Incident Manager

As an Incident Manager, you will be responsible for overseeing ITIL Major Incident Management at an advanced level. This includes having a strong understanding of governance and escalation frameworks. Additionally, you will be expected to apply AI/ML and Predictive Analytics for impact analysis and proactive risk management. Key Responsibilities: - Proficiency in Automation Tools & AIOps Platforms such as ServiceNow, Wipro automation accelerators, and industry-standard tools. - Skilled in Crisis Communication & Leadership to effectively manage stakeholders under high-pressure scenarios. - Expertise in Analytical & Problem-Solving Skills, particularly in root cause analysis and trend forecasting. Qualifications Required: - 8-10 years of experience in driving service operations with exposure to ITIL practices. - Experience in a helpdesk environment and ability to work in shifts with a flexible schedule. - Strong relationship management skills with stakeholders, vendors, and virtual teams. - Motivational and mentorship skills for staff development. - Excellent communication, presentation, and reporting skills. - Certification in ITIL 5 Foundation or ITIL 4 Practice Manager Certification. Please note that the deliverables for this role include Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations. Key metrics to be monitored are MTTR/Resolution Time, Communication and SLA Adherence, Number of Major Incidents, Repeat Incident Analysis, Management Dashboard, and Performance Scorecard. As an Incident Manager, you will be responsible for overseeing ITIL Major Incident Management at an advanced level. This includes having a strong understanding of governance and escalation frameworks. Additionally, you will be expected to apply AI/ML and Predictive Analytics for impact analysis and proactive risk management. Key Responsibilities: - Proficiency in Automation Tools & AIOps Platforms such as ServiceNow, Wipro automation accelerators, and industry-standard tools. - Skilled in Crisis Communication & Leadership to effectively manage stakeholders under high-pressure scenarios. - Expertise in Analytical & Problem-Solving Skills, particularly in root cause analysis and trend forecasting. Qualifications Required: - 8-10 years of experience in driving service operations with exposure to ITIL practices. - Experience in a helpdesk environment and ability to work in shifts with a flexible schedule. - Strong relationship management skills with stakeholders, vendors, and virtual teams. - Motivational and mentorship skills for staff development. - Excellent communication, presentation, and reporting skills. - Certification in ITIL 5 Foundation or ITIL 4 Practice Manager Certification. Please note that the deliverables for this role include Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations. Key metrics to be monitored are MTTR/Resolution Time, Communication and SLA Adherence, Number of Major Incidents, Repeat Incident Analysis, Management Dashboard, and Performance Scorecard.