Job Title: Major Incident, Problem and Change 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.
 

Engineer Service Management (SMO)

1. Major Incident Management (MIM)

• Support the Major Incident Management process by gathering incident information, documenting timelines, and coordinating activities among resolver teams.
• Assist in assessing business impact and urgency of major incidents.
• Facilitate incident bridge calls and ensure accurate capture of actions, decisions, and updates.
• Communicate incident status and progress to stakeholders in accordance with agreed communication plans.
• Maintain major incident records and ensure all documentation is complete and accurate.
• Participate in post-incident reviews and capture lessons learned.
• Escalate incidents appropriately to ensure timely resolution and service restoration.
• Contribute to the development and maintenance of MIM procedures, knowledge articles, and process documentation.

• Review incident trends and identify candidates for Problem Management investigation.
• Support creation, tracking, and maintenance of Problem records and Known Errors.
• Assist with documenting and reviewing Root Cause Analysis (RCA) reports.
• Follow up on corrective and preventive actions to ensure closure within agreed timelines.<