MIM, Problem, Change Management - Senior Engineer Service Management

Job Title: MIM, Problem, Change Management - Senior 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.
 

MIM, Problem and Change Management Support - Senior Engineer Service Management

1. Major Incident Management (MIM)

• Act as the primary SMO contact for Major Incident Management activities across assigned accounts.
• Lead and facilitate Major Incident bridge calls, ensuring effective engagement from resolver teams, vendors, and stakeholders.
• Coordinate incident resolution efforts and drive timely restoration of business services.
• Ensure adherence to MIM governance, communication standards, escalation procedures, and service restoration targets.
• Conduct post-incident reviews and capture lessons learned.
• Analyse incident trends and recurring issues to identify candidates for Problem Management.
• Deliver MIM training, coaching, and knowledge-sharing sessions to improve team capability.
• Drive continual improvements to the Major Incident process, tooling, and stakeholder experience.

2. Problem Management

• Lead and coordinate Problem Management activities to reduce recurring incidents and improve service stability.
• Facilitate Problem Review Board (PRB) meetings and track progress of open problems and known errors.
• Review Root Cause Analysis (RCA) quality and ensure corrective and preventive actions are defined