MAJOR INCIDENT MANAGER L1

Major Incident Manager L1 position at Wipro Limited in Pune, India. Responsibilities include acting as a single point of contact for customers, driving major incident resolution, and ensuring service restoration within agreed SLAs. Requirements include 8-10 years of experience in driving service operations and ITIL expertise.

Requirements

• 8-10 years exp in driving the service operations.
• Min 8 year of experience in managing the IM and MIM processes.
• ITIL Expert, or Min two ITIL Intermediate certified professional.
• Strong analytical, communication, presentation and reporting skills.
• Good leadership, people management and operational skills.
• Should have exposure to ITIL practices.
• Good written & verbal communication skills.
• Experience in helpdesk environment.
• 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.
• Ability to work in shift and flexible schedule.
• Ability to motivate staff.
• Excellent team skills with ability to listen and contribute to discussions and meetings.
• Building & Maintaining Relationships.
• 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.