Incident Analyst/ Change Manager - In Office

Incident Analyst/ Change Manager - In Office Job Description Job Title: Incident Analyst/ Change Manager - In Office City: Aurora State/Province: Ontario Posting Start Date: 11/3/26 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
Job DescriptionAnalyst III – Reliability Operations
Role SummaryThe Analyst III 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.
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.
Reliability Leadership
Drive reliability initiatives to reduce MTTA, MTTR, and incident volume.
Mentor junior analysts on incident handling and operational maturity.
Partner with SRE teams to expand observability, automation, and resilience.
Partner with SRE/Engineering teams on service reliability initiatives.
Lead maintenance events, failover tests, and resilience validation exercises.
Review and enhance runbooks, automation workflows, and monitoring strategies
Contribute to Automation & AI Ideas for improving efficiency & reduce MTTM /MTTR
Reliability Engineering Contributions
Perform deep post incident analysis to identify systemic issues.
Contribute to automation solutions and self healing systems.
Own service reliability dashboards and operational KPIs.
Leadership & Mentoring
Provide technical leadership to Analyst I/II team members.
Serve as a point of escalation for complex incidents.
Lead operational readiness reviews and training sessions.
Required Qualifications
3–5 years in SRE, Operations, Incident Management, DevOps, or related fields.
Expert knowledge of monitoring tools, logging systems, and incident response.
Strong troubleshooting skills: networking, Linux/Windows servers, cloud services.
Strong communication and leadership skills in high‑pressure situations.
Preferred Qualifications
Hands‑on experience with cloud platforms (AWS, Azure, GCP).
Automation experience (Python, Go, Bash, or PowerShell).
Familiarity with microservices, containers, and distributed architectures.
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 elevate 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
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
Build capability to ensure operational excellence and maintain superior customer service levels of
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