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MIM Lead- L3-Mumbai and Pune location

Date Posted: Oct 16, 2026
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Job Detail

  • location_on
    Location Mumbai, Maharashtra, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 07, 2026
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Job Description

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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Source: Wipro careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Wipro
Wipro · Bengaluru, Karnataka, India
5,630 open roles

Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More

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