Wipro Limited (NYSE: WIT BSE: 507685 NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses. With over 230000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world. For additional information visit us at .
Do RESPONSIBILITIES ÃÂÃÂÃ Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs ÃÂÃÂÃ Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved ÃÂÃÂÃ Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration. ÃÂÃÂÃ Coordinating with the respective SMEs for speedy resolution of the Major Incident ÃÂÃÂÃ Ensuring the Major incident is resolved within the SLAs agreed with the Customer ÃÂÃÂÃ Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high. ÃÂÃÂÃ Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed. ÃÂÃÂÃ Ensuring that all the resolution procedures are updated in the knowledge database / Work log ÃÂÃÂÃ Conducting a review meeting with relevant members to identify the triggers for the Major Incidents what caused them and how to prevent such Incidents happening in future. ÃÂÃÂÃ Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process) ÃÂÃÂÃ Coordinating with the process managers (capacity manager Availability manager IT Service continuity manager etc.) on need basis to avoid reoccurring of the major incidents ÃÂÃÂÃ Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process. ÃÂÃÂÃ Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents
KEY SKILLS AND COMPETENCIES ÃÂÃÂÃ 8-10 years exp in driving the service operations. ÃÂÃÂÃ Min 8 year of experience in managing the IM and MIM processes ÃÂÃÂÃ Preferably ITIL Expert or Min two ITIL Intermediate certified professional ÃÂÃÂÃ Strong analytical communication presentation and reporting skills ÃÂÃÂÃ Good leadership people management and operational skills ÃÂÃÂÃ Should have exposure to ITIL practices. ÃÂÃÂÃ Good written & verbal communication skills ÃÂÃÂÃ Experience in helpdesk environment ÃÂÃÂÃ 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 ÃÂÃÂÃ Ability to work in shift and flexible schedule ÃÂÃÂÃ Ability to motivate staff ÃÂÃÂÃ Excellent team skills with ability to listen and contribute to discussions and meetings ÃÂÃÂÃ Building & Maintaining Relationships ÃÂÃÂÃ End to end ownership for customer satisfaction through levels of support ÃÂÃÂÃ Planning and organization & working well with Virtual Team ÃÂÃÂÃ Virtual Team Management Skills ÃÂÃÂÃ Relationship Management for services and vendors interface
Mandatory Skills: ITIL Incident Mgmt.
Experience: >10 YEARS.
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Employment Type : Full Time Experience: years Vacancy: 1
Cross-Functional Lead • Hyderabad, Sindh, Pakistan