MAJOR INCIDENT MANAGER L2 (Mumbai, IND-27, IN, 400708)

Wipro
Wipro

Posted on Aug 29, 2026
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

C1

Hyderabad

CFS Operations Manager
  • Run daily CFS operations at the Hyderabad delivery hub; convert the CFS Lead’s strategy into operational execution and discipline.
  • Enforce ITIL4-aligned SOPs across Incident, Problem, Change, SLM, Request, Availability, Capacity & Configuration, drive process compliance.
  • Ensure ServiceNow ticket hygiene, accurate categorisation and data integrity; support backlog remediation and reduce false SLA breaches.
  • Deliver on-time monthly SLA/performance reports; eliminate delays and ownership gaps in current reporting.
  • Track RCA and corrective/preventive actions to closure; support proactive trend analysis and repeat-incident reduction.
  • Coordinate first-line with TIG/BTO delivery towers at Hyderabad; drive execution of enablement and remediation tasks.
  • Escalate operational blockers to the CFS Lead; provide data and analysis for governance forums

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KEY SKILLS AND COMPETENCIES
8-10 years exp in driving the service operations.
Min 8 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
Building & Maintaining Relationships
End to end ownership for customer satisfaction through levels of support
Planning and organization & working well with Virtual Team
Virtual Team Management Skills
Relationship Management for services and vendors interface

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Mandatory Skills: ITIL Change Mgmt.

Experience: 8-10 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.
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