{"id":4134862,"url":"https://alion.io/job/wipro-incident-manager","title":"Incident Manager","company":{"id":224,"name":"Wipro","domain":"wipro.com","url":"https://alion.io/company/wipro","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philadelphia, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":40,"currency":"USD","period":"hour","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-11-12T03:38:17Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T03:38:17Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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\nLocation: Onsite - 1701 John F Kennedy Blvd, Philadelphia, PA 19103 OR 1800 Bishops Gate Blvd. Mt Laurel Township, NJ 08054\nPay Rate: up to $40.00 an hour with day one benefits\nHours: Monday through Friday 8 AM to 5 PM\nWork Authorization: US Citizen or US Green Card only\nWork Type: Full time Direct Hire\nRole Summary\nThe 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.\n________________________________________\nKey Responsibilities\nIncident Management\nLead high severity P1/P0 incidents as Incident Commander.\nCoordinate cross functional engineering teams in real time.\nDrive rapid troubleshooting, impact assessment, and resolution decisions.\nEnsure high-quality incident documentation, executive-ready summaries, and follow through\nApply Technical knowledge of Application architecture flows in driving the incident towards mitigation\nProblem Management\nLead problem investigations for major or recurring incidents.\nPerform deep root cause analysis with engineering teams.\nValidate corrective actions and track long-term problem remediation.\nPresent problem findings and preventive strategies to leadership.\nChange Management\nReview and approve high-risk or complex changes for operational readiness.\nParticipate in Change Advisory Board (CAB) when needed.\nValidate rollback strategies and operational safety measures.\nLead change execution for major maintenance or reliability events.\n͏\nDo\nSupport process by managing transactions as per required quality standards\nFielding all incoming help requests from clients via telephone and/or emails in a courteous manner\nDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issue\nUpdate own availability in the RAVE system to ensure productivity of the process\nRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions\nFollow standard processes and procedures to resolve all client queries\nResolve client queries as per the SLA s defined in the contract \nAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients\nIdentify and learn appropriate product details to facilitate better client interaction and troubleshooting \nDocument and analyze call logs to spot most occurring trends to prevent future problems\nMaintain and update self-help documents for customers to speed up resolution time\nIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolution\nEnsure all product information and disclosures are given to clients before and after the call/email requests\nAvoids legal challenges by complying with service agreements\n\n͏\nDeliver excellent customer service through effective diagnosis and troubleshooting of client queries\nProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions\nAssist clients with navigating around product menus and facilitate better understanding of product features \nTroubleshoot all client queries in a user-friendly, courteous and professional manner\nMaintain logs and records of all customer queries as per the standard procedures and guidelines\nAccurately process and record all incoming call and email using the designated tracking software\nOffer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business\nOrganize ideas and effectively communicate oral messages appropriate to listeners and situations\nFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs\n\n͏\nBuild capability to ensure operational excellence and maintain superior customer service levels of the existing account/client\nUndertake product trainings to stay current with product features, changes and updates\nEnroll in product specific and any other trainings per client requirements/recommendations\nPartner with team leaders to brainstorm and identify training themes and learning issues to better serve the client\nUpdate job knowledge by participating in self learning opportunities and maintaining personal networks\n\n͏\nDeliver\n\nNo\nPerformance Parameter\nMeasure\n\n1\nProcess\nNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback\n\n2\nSelf- Management\nProductivity, efficiency, absenteeism, Training Hours, No of technical training completed\n\nMandatory Skills: Voice Fulfilment.Experience: 3-5 Years\n.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. 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