Incident Manager
Confirmed on the employer's own hiring board on Nov 12, 2026. First seen by Alion on Nov 12, 2026.
Job Description
Location: Onsite - 1701 John F Kennedy Blvd, Philadelphia, PA 19103 OR 1800 Bishops Gate Blvd. Mt Laurel Township, NJ 08054
Pay Rate: up to $40.00 an hour with day one benefits
Hours: Monday through Friday 8 AM to 5 PM
Work Authorization: US Citizen or US Green Card only
Work Type: Full time Direct Hire
Role Summary
The Incident Manager is a senior operational leader who acts as Incident Commander during major outages, leads problem management efforts, and reviews/approves complex changes for operational readiness. This role partners closely with SRE and engineering teams on reliability strategy.
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Key Responsibilities
Incident Management
- Lead high severity P1/P0 incidents as Incident Commander.
- Coordinate cross functional engineering teams in real time.
- Drive rapid troubleshooting, impact assessment, and resolution decisions.
- Ensure high-quality incident documentation, executive-ready summaries, and follow through
- Apply Technical knowledge of Application architecture flows in driving the incident towards mitigation
Problem Management
- Lead problem investigations for major or recurring incidents.
- Perform deep root cause analysis with engineering teams.
- Validate corrective actions and track long-term problem remediation.
- Present problem findings and preventive strategies to leadership.
Change Management
- Review and approve high-risk or complex changes for operational readiness.
- Participate in Change Advisory Board (CAB) when needed.
- Validate rollback strategies and operational safety measures.
- Lead change execution for major maintenance or reliability events.
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Do
Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver
No
Performance Parameter
Measure
1
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Mandatory Skills: Voice Fulfilment.Experience: 3-5 Years
.The expected compensation for this role ranges from $45,000 to $110,000 .Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options. Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.