Key Responsibilities:

• Lead and coordinate the response to high-impact incidents (P1/P2) across technical and business teams
• Ensure timely incident resolution through effective incident triage, escalation, and coordination
• Act as the central point of contact during major incidents, providing real-time updates to stakeholders and leadership
• Drive incident communication including status reports, executive summaries, and post-incident reports
• Chair incident review calls and manage war rooms or virtual bridges
• Coordinate with Problem Management to ensure root cause analysis (RCA) and long-term fixes are pursued
• Maintain and improve the Major Incident Management process, playbooks, and response protocols
• Conduct post-incident reviews (PIRs) and ensure lessons learned are captured and implemented
• Provide trend analysis and reporting on incident metrics to identify areas for service improvement
• Support change and release management processes to minimize service disruptions

Required Skills & Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 4+ years of experience in IT Operations, Service Management, or Incident Management
• Strong understanding of ITIL framework, particularly Incident and Problem Management
• Proven experience handling major incidents in complex, high-availability environments
• Excellent communication and stakeholder management skills under pressure
• Ability to drive decisions quickly and confidently in critical situations
• Experience with ITSM tools like ServiceNow, BMC Remedy, or Jira Service Management
• Availability to work in a shift/on-call rotation if required

Preferred Qualifications:

• ITIL v3 or v4 Foundation Certification
• Experience with cloud platforms (AWS, Azure, GCP) and hybrid infrastructure
• Familiarity with DevOps, CI/CD pipelines, and modern monitoring tools (e.g., Splunk, Datadog, Dynatrace)
• Prior experience in a NOC/SOC or Command Center environment

Career Path:

This role offers career growth into:

• Senior Incident Manager / Incident Response Lead
• Problem Manager / Service Delivery Manager
• IT Operations Manager / Command Center Lead

About company

Wipro Ltd (NYSE:WIT) is a global information technology, consulting and outsourcing company with 170,000+ workforce serving clients in 175+ cities across 6 continents.

Wipro helps customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model. Our 55+ dedicated emerging technologies €˜Centers of Excellence€™ enable us to harness the latest technology for delivering business capability to our clients.

Wipro is globally recognized for its innovative approach towards delivering business value and its commitment to sustainability. Wipro champions optimized utilization of natural resources, capital and talent. Today we are a trusted partner of choice for global businesses looking to €˜differentiate at the front€™ and €˜standardize at the core€™ through technology interventions.

In today€™s world, organizations will have to rapidly reengineer themselves and be more responsive to changing customer needs. Wipro is well positioned to be a partner and co-innovator to businesses in their transformation journey, identify new growth opportunities and facilitate their foray into new sectors and markets.