Major Incident Coordinator

Technologies we use

Operating system

• Windows

About the project

We are looking for an experienced Major Incident Coordinator (SME) to join our Service Management team. In this role, you will be responsible for leading and coordinating the resolution of high-priority incidents that impact critical business services. You will act as the central point of coordination during major incidents, driving collaboration across multiple technical and business teams to ensure timely service restoration while maintaining clear communication with stakeholders.

The ideal candidate will have strong experience in Major Incident Management, excellent stakeholder management skills, and the ability to perform under pressure in a fast-paced, global environment operating on a 24x7 support model.

This is how we organize our work

This is how we work

• at the client's site
• you focus on a single project at a time

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.

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.

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.

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

With 900+ employees in Poland supporting over 45 clients, we leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. It is the freedom provided to every individual at Wipro to learn, grow, and create a career path that makes us an organization of opportunities beyond boundaries of region, age, gender, ability, and routine. We invite you to be a part of this experience!

This is how we work