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 Bo