What success looks like in this role:
Job Title: MIM, Change & Problem Management - Engineer Service Management
Location: Bangalore
Who we are:
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.
Our Vision: Enhancing people’s lives through secure, reliable advanced technology.
Our Core Beliefs:
- Curiosity: We embrace the unknown and continuous learning.
- Creativity: We look past routine ways of doing things.
- Client-Centricity: Our clients’ success is our success.
- Integrity: We act ethically and honestly.
Position Overview:
Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.
Key Responsibilities
Major Incident Management (MIM)
- Provide operational support for Major Incident Management activities across assigned accounts.
- Coordinate Major Incident bridge calls and engage technical resolver teams to expedite service restoration.
- Gather, validate, and document incident details, business impact, affected services, and timelines.
- Ensure timely stakeholder communications during incident lifecycle including identification, escalation, recovery, and closure.
- Track incident progress, action items, and ownership to maintain momentum toward resolution.
- Assist in conducting post-incident reviews and documenting root cause analysis (RCA).
- Ensure MIM documentation, communication templates, and knowledge repositories are maintained and updated.
- Monitor compliance with MIM process requirements and escalation procedures.
- Identify recurring incident trends and collaborate with Problem Management for long-term remediation.
Change Management (CM)
- Review Change Requests for completeness, quality, risk assessment, implementation plans, and rollback readiness.
- Monitor change schedules and facilitate conflict detection, impact analysis, and risk mitigation activities.
- Coordinate and facilitate Change Advisory Board (CAB) meetings.
- Ensure compliance with Change Management policies, procedures, and governance controls.
- Perform post-implementation reviews (PIRs) and track remediation actions for failed or backed-out changes.
- Monitor emergency and unauthorized changes and escalate process violations as appropriate.
- Maintain change calendars and support planning activities across multiple stakeholders.
- Produce change-related dashboards, compliance reports, and governance metrics.
- Drive continual improvement initiatives aimed at reducing change-related incidents and service disruptions.
- Problem Management (PM)
- Facilitate identification, logging, categorization, prioritization, and tracking of problem records.
- Coordinate Problem Review Board (PRB) meetings and follow-up activities.
- Ensure root cause analysis is conducted and documented for high-impact incidents and recurring issues.
- Track corrective and preventive actions through closure.
- Monitor known errors and workaround documentation for operational teams.
- Analyze incident trends and identify potential problem candidates.
- Collaborate with technical teams to drive permanent resolution of recurring issues.
- Measure and report effectiveness of problem management activities and preventive actions.
- Support continual service improvement by identifying opportunities to reduce incident recurrence.
- Governance, Reporting & Process Compliance
- Generate and distribute service management reports, dashboards, scorecards, and KPI metrics.
- Monitor process compliance across MIM, Change, and Problem Management functions.
- Conduct regular audits of service management records and process adherence.
- Participate in governance reviews, operational meetings, and client service reviews.
- Support internal and external audit requirements through evidence gathering and documentation.
- Maintain process documentation, SOPs, work instructions, and knowledge articles.
- Identify process gaps and recommend improvements to enhance operational effectiveness.
- Ensure contractual obligations, service levels, and operational targets are met.
- Stakeholder Management & Communication
- Maintain effective working relationships with clients, service delivery teams, resolver groups, and leadership.
- Provide clear, concise, and timely written and verbal communications.
- Facilitate operational meetings including Daily Operations Reviews, CAB, PRB, and MIM Reviews.
- Escalate service risks, compliance concerns, and operational issues to management as required.
- Provide training, coaching, and process guidance to support teams and stakeholders.
- Key Deliverables
- Major Incident Coordination & Communication
- Change Advisory Board (CAB) Facilitation
- Problem Review Board (PRB) Facilitation
- Root Cause Analysis Tracking
- Post Incident Reviews (PIR)
- Governance Reporting & Dashboards
- Service Management Compliance Audits
- KPI / SLA / XLA Reporting
- Process Documentation & Continuous Improvement Initiatives
- Required Skills
- ITIL Foundation Certification (preferred)
- Strong understanding of Incident, Major Incident, Change, and Problem Management processes
- ServiceNow or equivalent ITSM platform experience
- Strong analytical and reporting skills
- Excellent stakeholder management and communication skills
- Experience facilitating governance and operational meetings
- Knowledge of KPI, SLA, OLA, and service management reporting
- Advanced Microsoft Excel, Power BI, and Microsoft 365 skills
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You will be successful in this role if you have:
Any degree and 2-4 years’ relevant experience OR equivalent combination of education and experience
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.
