SERVICE LEVEL MANAGER L2(CONTRACT)
City: Pune
State/Province: Maharashtra
Posting Start Date: 2/9/26
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
Job Title: IT Service Manager (Service Management) - Telecom;Location :Pune
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Band:B3.C1 WO Rate :130k max
Job Summary
Responsible for managing and resolving high-priority IT and telecom service incidents to ensure rapid service restoration and minimal business impact. Acts as the central point of coordination for all ITIL operational services while ensuring adherence to ITIL best practices.
Key Responsibilities
Lead and manage Major Incidents (P1/P2) across IT and telecom environments.
Own the end-to-end incident lifecycle: detection, triage, escalation, resolution, and closure.
Coordinate bridge calls and war rooms with application, infrastructure, and vendor teams.
Manage incidents impacting BSS systems preferably Front End Portals, CRM - Salesforce, Integration - Tibco, Billing -E// , SAP and OSS/networks.
Provide timely and accurate stakeholder communications (status updates, outage notifications).
Drive Root Cause Analysis (RCA) and post-incident reviews.
Identify recurring issues and work with Problem and Change Management teams.
Track and report KPIs: MTTR, SLA compliance, incident trends.
Required Skills
Strong knowledge of telecom BSS platforms.
Strong knowledge of Cloud Technologies AWS and Azure.
Hands-on experience with ITIL Incident and Problem and Change Management.
Familiarity with monitoring and ticketing tools (ServiceNow, Elastic, OpsRamp, NewRelic etc.).
Excellent communication, leadership, and crisis management skills.
Qualifications & Experience
Bachelor's degree in IT, Electronics & Telecom or Computer Science.
12-15 years of experience in IT Operations Service Management.
Mandatory Skills: ITIL Cross Functional Service Management .
Experience: 5-8 Years .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion