Major Incident Manager L1

Req Id: 111476

City: Gurugram

State/Province: Haryana

Posting Start Date: 11/20/25

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 230,000 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 www.wipro.com.

Job Description:

Job Description

130K - only gurguram

• High Severity Incident Management: Handling incidents with high business impact, requiring quick resolution and effective communication.
• ITIL Expertise: Strong knowledge and experience with ITIL (Information Technology Infrastructure Library) framework, particularly in incident, change, and problem management.
• CMDB and Asset Management: Familiarity with Configuration Management Database (CMDB) and asset management systems to track and manage IT assets.
• Process Improvement: Identifying opportunities to improve existing IT processes and prevent future incidents.
• Incident Coordination: Coordinating recovery efforts across various teams, ensuring effective communication and efficient resolution.
• Trend Analysis: Analysing incident trends to identify recurring issues and work towards reducing them.
• Post-Incident Review (PIR): Leading PIR calls, creating reports, and implementing preventive measures based on lessons learned.
• Problem-Solving: Applying problem-solving techniques (Pareto, 5 Whys, Fishbone) to identify root causes and implement effective solutions.

• Education: Bachelor's degree in computer science or equivalent.
• Experience: 6-8 years of experience in Major Incident Management.
• Flexibility: Willingness to work flexible hours, including weekends and holidays.
• Work Model: Work from Office/Hybrid model.

• ITIL Expertise: Deep understanding and practical application of ITIL best practices, particularly in incident, problem, and change management. ITIL certifications are highly desirable.

• Experience with cloud technologies (AWS, Azure, GCP).
• ITIL v4 certification.