MIM Lead- L3-Mumbai and Pune location

Job Description

Job Description

• ITIL Major Incident Management (Advanced Level) – Strong understanding of governance and escalation frameworks.


• AI/ML & Predictive Analytics – Ability to apply AI for impact analysis and proactive risk management.


• Automation Tools & AIOps Platforms – Proficiency in ServiceNow, Wipro automation accelerators, and industry-standard tools.


• Crisis Communication & Leadership – Skilled in managing stakeholders under high-pressure scenarios.


• Analytical & Problem-Solving Skills – Expertise in root cause analysis and trend forecasting.

Key Deliverables

Major Incident Report, Post Incident Review, Root Cause Analysis, CAPA Action Closure, Lesson learnt (KEDB), Service Improvement & Recommendations

Key Metrics:

 1. MTTR / Resolution Time,

2. Communication and SLA Adherence,

3. No of Major Incidents

4. Repeat Incident Analysis 

5. Management Dashboard

6. Performance Scorecard.

ITIL Skill description

• 8-10 years exp in driving the service operations.


• Should have exposure to ITIL practices.


• Experience in helpdesk environment


• Ability to work in shift and flexible schedule


• Building & Maintaining Relationships with all stakeholders


• End to end ownership for customer satisfaction through levels of support

Soft skill description-

• Strong analytical, communication, presentation and reporting skills


• Good leadership, people management and operational skills


• Good written & verbal communication skills


• 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


• Excellent team skills with ability to listen and contribute to discussions and meetings


• Planning and organization & working well with Virtual Team


• Virtual Team Management Skills


• Relationship Management for services and vendors interface


• Ability to motivate Staff and Mentorship

Certification-

External - ITIL 5 Foundation or ITIL 4 Practice Manager  Certification

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