MIM, Change & Problem Management - Engineer Service Management

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, operat