Major Incident Manager

About Us :

We are Wipro (NYSE: WIT), a rapidly expanding and leading global Information Technology, Consulting and Business Process Services company with over 220,000 employees worldwide, servicing clients in 175+ cities and 68 countries across 6 continents. For more information, please visit www.wipro.com

With over 2,700 employees in Australia, we are committed to increasing localization. We serve over 200 customers across diverse industry segments, with at least a third listed in the 100 ASX. We started our journey in Australia 20 years ago and this has been a pioneer of new age, disruptive and transformative innovations. We believe in the power of diversity in the workforce, and we encourage applications from people of all diverse backgrounds, with focus including, but not limited to Aboriginal & Torres Strait Islanders, Women in Technology, Sex/Gender diversity, disability, racial & cultural diversity, sexual orientation + others.
 

The Role:

The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.

Major Incident Management

• Follow the direction of Client’s MIM and coordinate the involvement of all relevant Wipro Resolver Groups in a Major Incident.
• Capture and track all the preventive actions to minimize the service and business impact in case resolution time is high.
• Operate in shift mode and on-call with other onshore and offshore MIMS to provide 24 x 7 coverage.

Post Incident Reporting (PIR)

• Conduct a review meeting with relevant participants to identify circumstances of a Major Incident including the clarification and documentation of symptoms, errors, task chronology and triggers for the Major Incidents.
• Manage the documentation and compilation of Post Incident Reports and conducting a thorough analysis of the reports with contributing parties to ensure a quality result.

Problem Management

• Coordinate efforts to deliver Problem Management obligations and escalate short falls and issues to management.
• Ensure that all reasonable effort has been taken in the determination and documentation of the root causes for all Major incidents.

Reporting

• Provide the periodical (monthly) and ad hoc reports on the overall status of Incident Management, Problem Management, Service Request Fulfilment and Availability Management Processes.
• Provide subject matter expertise and drive the definitions and tool configuration to support SLA measurement and automation.
• Conduct training and knowledge sharing sessions across Wipro managed functions to ensure understanding, compliance and improvement to Incident and Problem Management processes.

Queue Management and Ticket Hygiene

• Report on all incident, problem and service request queues and drive queue owners to properly manage their tickets.
• Coordinate queue management and hygiene issues to meet quality standards and escalate short falls and issues to management.

Service Improvement Plans

• Update RDS SIP tasks boards to ensure currency and alignment with Incident, Problem and Service request 2Service Improvement plans.

To help us level up, you'll ideally have:

• 8-10 years exp in service operations.
• Min 5 year of experience in managing the IM and MIM processes.
• Minimum of ITIL V3 foundations certification.
• Strong analytical, communication, presentation, and reporting skills.
• Good leadership, people management and operational skills.
• Good written & verbal communication skills.
• Experience working with helpdesk environment.
• Highly motivated individual, with a positive & pro-active attitude to work.
• Commitment to making changes to improve operational efficiency through, innovation, process and procedure improvements, 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.
• Excellent planning and organization.
• Virtual Team Management Skills.

What can we offer you?

Enjoy a flexible working culture, half yearly progression reviews and FREE ongoing training to help you reach your full potential and more…

HOW TO APPLY?

Apply now if you fit the profile. Salary is open for discussion. Submit your interest by applying now.

With Regards
Sushant

Please note Visa cannot be sponsored for this position. All applicants must have valid work permit to be considered for this position.

We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.