ITIL - Major Incident Manager - Ahmedabad - 6 to 8 Yrs

Job description

Job description: ITIL - Major Incident Manager - Ahmedabad - 6 to 8 Yrs The ITIL Incident Manager is responsible for  **end-to-end governance of the Incident Management process** , ensuring rapid restoration of services, minimizing business impact, and driving continuous improvement in incident handling across enterprise IT environments.Incident Management aims to  **restore normal service operations at the earliest** and ensure SLA adherence. 🔷  **Key Responsibilities (Detailed & Structured)** **1. Incident Lifecycle Management (Core Responsibility)** - Own complete  **Incident lifecycle** : - Logging → Categorization → Prioritization → Assignment → Resolution → Closure - Ensure incidents are handled  **as per ITIL standards and SLA commitments** - Drive  **priority-based handling (P1/P2/P3 incidents)** - Track: - Incident volumes - Ageing - MTTR (Mean Time to Resolve) **2. Major Incident Management (MIM)** - Lead  **P1/P2 major incident bridges (war rooms)** - Coordinate with cross-functional teams (Infra / Network / App / Vendors) - Ensure: - Quick service restoration - Real-time stakeholder communication - Act as  **single point of contact during critical incidents** - Drive  **Post Incident Reviews (PIR) and RCA closure** **6. Problem Management Collaboration** - Work closely with Problem Manager to: - Drive Root Cause Analysis (RCA) - Eliminate recurring incidents - Ensure: - Known Error Database (KEDB) updates - Preventive actions are implemented ͏ ͏ ͏ ͏ Mandatory Skills: ITIL Incident Mgmt . 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.