Incident Analyst/ Change Manager - In Office 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.

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Analyst III – Reliability Operations

Role Summary The 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 responsible 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

📌 Incident Analyst/ Change Manager - In Office (Winnipeg)
🏢 Wipro
📍 Winnipeg