Service Management Professional (MIM, PM and CM)
Service Management Professional (MIM, PM and CM)
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Job Description
What success looks like in this role:
Job Title: Major Incident Problem and Change Management - Sr Eng Svc Mgmt
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 .
Our Vision: Enhancing peoples 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/Outcomes
Provides higher level support for MIM or senior level service coordination within an assigned client base as described below.
Major Incident Management
Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients.
Leads quality assurance initiatives and drives major incident process improvements.
Provides training sessions to elevate the skills and proficiencies of the entire team.
Leads bridge meetings for major incidents ensuring a seamless and highly collaborative environment.
Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.
Service Coordination / Management
Performs routine service management duties including:
o Monitoring Changes for completeness for internal support
o Performing post implementation reviews
o Reviewing and documenting RCA details for Internal support and
o Performing Standard Change catalogue problem trending and Service Request catalogue analysis.
Facilitates process related meetings such as Daily Operations Change Advisory Board Problem Review Board etc. for Regular Clients and Strategic Partners.
Maintains high standards in written and spoken communication and during formal presentations.
Generates and reports on progress against continuous service improvement initiatives.
Identifies potential process improvements and makes appropriate recommendations including if any project initiatives are required to address these.
Interfaces with internal resources clients and/or third-party vendors to manage ESM processes daily.
Takes appropriate actions to correct in-scope processes (Service Levels XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.
#LI-RB1
You will be successful in this role if you have:
Any degree and 4-6 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.
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 or alternatively Toll Free: (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
