Wipro Major Incident Manager Interview Questions, Process, and Tips

The Major Incident Management lifecycle involves identification, categorization, response, resolution, and review of incidents.

• Identification: Recognizing a major incident, e.g., a system outage affecting multiple users.

• Categorization: Classifying the incident based on impact and urgency, e.g., critical, high, medium, low.

• Response: Mobilizing resources and teams to address the incident, e.g., forming a Major Incident M...read more

Proactively manage SLA breaches by assessing the situation, communicating with stakeholders, and implementing corrective actions.

• Assess the situation: Quickly gather data on the incident and its impact on the SLA.

• Communicate with stakeholders: Inform relevant teams and management about the potential breach.

• Prioritize actions: Focus on critical incidents that could lead to SLA breaches, such as high-impact outages.

• Imple...read more

Incident management is the process of identifying, analyzing, and resolving incidents to minimize their impact on business operations.

• It involves creating a plan to respond to incidents

• It requires effective communication and collaboration among stakeholders

• It aims to restore normal operations as quickly as possible

• Examples include IT system failures, natural disasters, and security breaches

Problem management is the process of identifying, analyzing, and resolving underlying causes of incidents to prevent future occurrences.

• It involves investigating the root cause of incidents and finding a permanent solution

• It aims to minimize the impact of incidents on business operations

• It involves documenting known errors and workarounds

• It requires collaboration with other ITIL processes such as Incident Management an...read more

Managing shared resources requires clear communication, prioritization, and collaboration.

• Establish clear communication channels and protocols for sharing resources

• Prioritize incidents based on impact and urgency

• Collaborate with other teams to ensure resources are allocated effectively

• Monitor resource usage and adjust allocation as needed

• Document and analyze resource usage to identify areas for improvement

The lifecycle of Major Incident Manager (MIM) involves several stages from identification to resolution.

• Identification of major incidents

• Logging and categorizing incidents

• Assigning resources and forming an incident management team

• Investigation and analysis of incidents

• Implementing temporary workarounds or fixes

• Communicating with stakeholders and providing updates

• Resolving the incident and restoring normal service

• Conduc...read more

Incidents and changes are closely related as changes can cause incidents and incidents can lead to changes.

• Changes can introduce new risks and vulnerabilities that can lead to incidents.

• Changes can also be made in response to incidents to prevent them from happening again.

• Incidents can trigger the need for changes to be made to prevent similar incidents in the future.

• For example, a software update can introduce a bug t...read more