MIM Consultant with French Language- 8+ years of relevant experience- Mumbai

Job Title: MIM Consultant with French Language- 8+ years of relevant experience- Mumbai

City: Mumbai

State/Province: Maharashtra

Posting Start Date: 9/3/26

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:

Job Description

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RESPONSIBILITIES
âÃ,€Ã,¢ Acting as a SPOC for the Customer to provide the status update whenever a major incident occurs
âÃ,€Ã,¢ Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved
âÃ,€Ã,¢ Informing the key stakeholders on the status of the Major incident and after getting the confirmed service restoration.
âÃ,€Ã,¢ Coordinating with the respective SMEs for speedy resolution of the Major Incident
âÃ,€Ã,¢ Ensuring the Major incident is resolved within the SLAs agreed with the Customer
âÃ,€Ã,¢ Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
âÃ,€Ã,¢ Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is closed.
âÃ,€Ã,¢ Ensuring that all the resolution procedures are updated in the knowledge database / Work log
âÃ,€Ã,¢ Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.
âÃ,€Ã,¢ Ensuring that the causes for all Major incidents are analyses and root cause is identified (through coordinating with problem Management process)
âÃ,€Ã,¢ Coordinating with the process managers (capacity manager, Availability manager, IT Service continuity manager, etc.) on need basis to avoid reoccurring of the major incidents
âÃ,€Ã,¢ Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process.
âÃ,€Ã,¢ Conducting the training / knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents

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KEY SKILLS AND COMPETENCIES
âÃ,€Ã,¢ 8-10 years exp in driving the service operations.
âÃ,€Ã,¢ Min 8 year of experience in managing the IM and MIM processes
âÃ,€Ã,¢ Preferably ITIL Expert, or Min two ITIL Intermediate certified professional
âÃ,€Ã,¢ Strong analytical, communication, presentation and reporting skills
âÃ,€Ã,¢ Good leadership, people management and operational skills
âÃ,€Ã,¢ Should have exposure to ITIL practices.
âÃ,€Ã,¢ Good written & verbal communication skills
âÃ,€Ã,¢ Experience in helpdesk environment
âÃ,€Ã,¢ 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
âÃ,€Ã,¢ Ability to work in shift and flexible schedule
âÃ,€Ã,¢ Ability to motivate staff
âÃ,€Ã,¢ Excellent team skills with ability to listen and contribute to discussions and meetings
âÃ,€Ã,¢ Building & Maintaining Relationships
âÃ,€Ã,¢ End to end ownership for customer satisfaction through levels of support
âÃ,€Ã,¢ Planning and organization & working well with Virtual Team
âÃ,€Ã,¢ Virtual Team Management Skills
âÃ,€Ã,¢ Relationship Management for services and vendors interface

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MIM with French Language

• End to end ownership of the Major Incident with the aim to minimize the time to restore.
• Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.
• Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies.
• Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)
• Activate and manage the Incident WAR Room

Regular Operations (no Major Incident)

• Coordinate the write up of the Incident Report, collecting inputs from all parties and ensuring high quality of the final document
• Organize Post-Incident Meeting to share / brainstorm on actions and suggestions to avoid similar incidents in the future or shorten resolution time. This involves writing and publishing organizational Incident Report which details organizational issues experienced during resolution and suggest improvements to speed up the team reactivity.
• Ensure consistency of the incident documentation / references across all systems
• Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends
• Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity
• Provide Consolidated Reports (Based on KPIs) for various committees.
• Ensure Procedures and Documentation is up-to-date (Diagrams, checklist etc.)
• Maintain the escalation tree (internal and with third parties)
• Share and promote best practices and lessons learnt on Major Incident management to internal stakeholders (support teams, management)
• Report to Operational Manager on the efficiency of the Major Incident Management process
• Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.

Soft Skills

• Leadership with ability to do efficient multitasking
• Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
• Client Oriented with Strong Relationship management with experience in IT Support and service Management
• French speaking will be a plus.
• Reactivity and ability to solve problems by using different methods
• Ability to learn and adapt and to be proactive
• Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.)
• Ability to work under pressure

Requirement

• Infrastructure or Application support hands on experience of 4-6 years is mandatory
• Overall IT experience: 8 Years +
• Crisis Management
• IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow
• Having knowledge about monitoring tools and scheduling jobs would be plus
• Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ)
• Technologies and/or Applications background with ability to grasp impact and interdependencies

Mandatory Skills: ITIL Incident Mgmt.

Experience: 8-10 Years.

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