Wipro Major Incident Manager Interview Questions and Answers

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.

• ...read more

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 Manageme...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

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

We use version X of SNOW.

• The current version of SNOW we use is X.

• We upgraded to version X last year.

• All incidents are logged in SNOW version X.

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 Incid...read more