IT Incident Manager

2 weeks ago

Manila, National Capital Region, Philippines Wipro Full time

Help Desk & IT Support (Information & Communication Technology)

Work Schedule: Rotating Schedule/Flexible to any shift schedule, Work onsite everyday

Key responsibilities:

· Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs.

· Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved.

· Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.

· Coordinating with the respective SMEs for speedy resolution of the Major Incident

· Ensuring the Major incident is resolved within the SLAs agreed with the Customer.

· Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.

· Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.

· Ensuring that all the resolution procedures are updated in the knowledge database / Work log

· Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.

· Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)

· Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents.

· Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.

· Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents.

Qualifications:

· 5-8 years exp in driving the service operations.

· Min 5 year of experience in managing the IM and MIM processes.

· Preferably 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.

· End to end ownership for customer satisfaction through levels of support.

· Planning and organization & working well with Virtual Team

· Relationship Management for services and vendor's interface

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as an Incident Manager?

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

Wipro Limited is a global information technology, consulting and outsourcing company with 1.5 lac employees serving clients in 175+ cities across six continents.

Wipro BPS, the outsourcing arm of the $7.5 Bn. Wipro Ltd. is a global leader in providing next generation business process services to global enterprises.

Our services span industries such as Telecom, Media, Aviation, Technology, Retail, Banking, Financial services, Manufacturing, Healthcare, Pharma, Insurance, Energy & Utilities and Travel & Transportation

Rated as India's most valuable IT Outsourcing and Business Process Outsourcing Company.

Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan

CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability

Part of NYSE's TMT (Technology-Media-Telecom) Index

Wipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.

Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines

Wipro BPS Philippines has offices located in Manila and Cebu. It was awarded the 'Best New BPO Locator' for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.

Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.

Interested candidates are encouraged to APPLY ONLINE.

For more information about Wipro, please visit or

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

Wipro Limited is a global information technology, consulting and outsourcing company with 1.5 lac employees serving clients in 175+ cities across six continents.

Wipro BPS, the outsourcing arm of the $7.5 Bn. Wipro Ltd. is a global leader in providing next generation business process services to global enterprises.

Our services span industries such as Telecom, Media, Aviation, Technology, Retail, Banking, Financial services, Manufacturing, Healthcare, Pharma, Insurance, Energy & Utilities and Travel & Transportation

Rated as India's most valuable IT Outsourcing and Business Process Outsourcing Company.

Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan

CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability

Part of NYSE's TMT (Technology-Media-Telecom) Index

Wipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.

Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines

Wipro BPS Philippines has offices located in Manila and Cebu. It was awarded the 'Best New BPO Locator' for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.

Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.

Interested candidates are encouraged to APPLY ONLINE.

For more information about Wipro, please visit or

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