Ernest Milius

About Ernest Milius

I am an empathetic and emotionally intelligent people manager with extensive experience…

Experience

1. Manager, Major Incident Management

   Wipro

   Oct 2024 — Present · NC, US

   Servicing S&P Global New York• Lead and mentor a global team of Major Incident Managers responsible for coordinating the response to high-severity technology incidents across S&P Global’s enterprise platforms and services.• Oversee the execution of incident management processes, ensuring consistent adherence to ITIL best practices and driving timely, effective resolution of business-critical disruptions.• Serve as an escalation point for high-impact incidents, providing strategic oversight and guidance to ensure stakeholder alignment, customer impact mitigation, and executive communication.• Collaborate closely with senior leadership, engineering, operations, and business continuity teams to improve incident response readiness and resilience across the organization.• Develop and implement process improvements, tooling enhancements, and reporting frameworks to strengthen incident detection, response, and post-incident review practices.• Ensure team members are trained, supported, and empowered to make critical decisions during high-pressure situations, promoting a culture of accountability and continuous improvement.• Drive root cause analysis and long-term remediation efforts in partnership with Problem Management and engineering leads, with a focus on reducing incident recurrence and impact.• Provide regular insights, trends, and metrics on incident performance to senior stakeholders, enabling informed decision-making and service optimization.• Champion a proactive, customer-centric incident management culture that aligns with S&P Global’s commitment to operational excellence and service reliability.