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    Major Incident Manager - București, România - Wipro

    Wipro
    Wipro București, România

    1 săptămână în urmă

    Default job background
    Full time
    Descriere

    Key Responsibilities:

    • Lead the end-to-end management of major incidents affecting Microsoft-based systems and applications, from identification through resolution and post-incident review.
    • Initiate and chair incident bridge calls, facilitating effective communication and collaboration among stakeholders to drive rapid incident resolution.
    • Implement incident management processes and best practices to ensure incidents are prioritized, tracked, and resolved within agreed-upon SLAs.
    • Demonstrate a deep understanding of Microsoft technologies, including but not limited to Windows Server, Active Directory, Azure services, Office, Exchange Server, SharePoint, and SQL Server.
    • Provide technical guidance and assistance to resolve complex incidents, leveraging your expertise in troubleshooting and problem-solving.
    • Collaborate with IT operations, engineering, and support teams to ensure appropriate resources are engaged and escalation paths are followed during major incidents.
    • Liaise with external vendors and service providers as needed to expedite incident resolution and mitigate service disruptions.
    • Contribute to the development and maintenance of major incident response plans, including predefined procedures, escalation matrices, and communication templates.
    • Conduct regular reviews and tabletop exercises to validate the effectiveness of incident response plans and identify areas for improvement.
    • Analyze incident trends and root causes to identify opportunities for proactive prevention and process enhancement.
    • Drive continuous improvement initiatives aimed at reducing incident frequency, duration, and impact on business operations.
    Qualification(s):


    • Min of 7 years of experience in IT operations, with a focus on incident management and support.
    • Proven experience in managing major incidents involving Microsoft technologies, with a strong understanding of Windows-based environments and associated services.
    • Excellent communication and interpersonal skills, with the ability to lead and influence cross-functional teams during high-pressure situations.
    • ITIL certification (ITIL Foundation or above) preferred.
    • Experience with incident management tools and platforms (., ServiceNow) is advantageous.
    • Strong analytical and problem-solving skills, with a commitment to driving continuous improvement and operational excellence.
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