Major Incident Coordinator

Our requirements

• 6-8 years of overall experience in IT Service Management, with significant experience in Major Incident Management.
• Proven experience working as a Major Incident Coordinator in large-scale enterprise environments.
• Strong knowledge of the ITIL framework and practical experience in Incident and Major Incident Management processes.
• Hands-on experience leading and facilitating Major Incident Management (MIM) calls.
• Experience managing complex, cross-tower incidents involving infrastructure, applications, networks, cloud, security, and third-party vendors.
• Good understanding of Service Desk operations, escalation management, and support delivery models.
• Experience communicating effectively with technical teams, business stakeholders, and senior executives.
• Strong analytical, decision-making, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to remain calm, organized, and effective during high-pressure situations.
• Proficiency in ITSM tools such as ServiceNow, Remedy, BMC Helix, or similar platforms.
• Experience tracking and reporting service performance metrics and KPIs.

Optional

• ITIL Foundation Certification (required); ITIL Intermediate or Advanced certifications are highly desirable.
• Knowledge of Problem Management, Change Management, and Release Management processes.
• Experience working in global delivery environments supporting multinational customers.
• Understanding of cloud technologies, enterprise infrastructure, and modern IT operations.
• Experience driving continuous service improvement initiatives.

Your responsibilities

• Lead and coordinate the end-to-end Major Incident Management process for critical and high-severity incidents.
• Chair Major Incident Bridge Calls and drive war-room discussions involving technical teams, service owners, vendors, and business stakeholders.
• Ensure rapid incident assessment, prioritization, escalation, and restoration of business services.
• Coordinate cross-functional and cross-tower teams to identify workarounds and accelerate resolution timelines.
• Provide timely and accurate updates to senior leadership, customers, and affected stakeholders throughout the incident lifecycle.
• Maintain ownership and governance of major incidents until full service restoration and business validation.
• Ensure adherence to Incident Management processes, policies, SLAs, and OLAs.
• Drive effective escalation management for critical service disruptions and business-impacting incidents.
• Facilitate post-incident reviews, ensuring root causes, lessons learned, and improvement actions are documented and tracked.
• Collaborate closely with Problem Management, Change Management, Release Management, Service Desk, and Operations teams to prevent recurring incidents.
• Identify process improvement opportunities and contribute to service management maturity initiatives.
• Produce incident reports, executive summaries, trend analyses, and KPI dashboards.
• Support audit and compliance activities related to IT Service Management processes.
• Participate in a 24x7 shift rotation and provide support during critical incident situations as required.

About the project

This is how we organize our work

What we offer

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Lux med)
• Life & Disability Insurance for employees and family members (Generali)
• Social Fund benefits: holiday bonuses, kindergarten allowances, Christmas bonuses etc
• Variable Pay (part of annual compensation): Quarterly bonus based on company performance.
• Co-financing for glasses
• Access to internal and external learning platforms (i.e. WiLearn, HMM, FutureSkills)
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Foreign language allowance, On-call allowance, Call-out allowance, morning/evening/night Shift allowance, Overtime work allowance, Business travel allowance (if applicable to the role requirements)
• Integration and cultural events for employees
• Performance based Reward and recognition programs

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance

WIPRO IT SERVICES POLAND Sp. z o.o.