MIM, Problem, Change Management Advisor - Associate Principal Service Management
Unisys · Bengaluru · onsite · Posted 63d ago
Not disclosed6–8 yrsfulltimeSourced from
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About this role
What Success Looks Like In This Role
Job Title: MIM, Problem, Change Management Advisor - Associate Principal 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
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
o Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.,
o Working with SLM and reporting managers to ensure specific process targets are reported and tracked,
o Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment,
o Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created), and
o Providing input into the development of any documentation related to specific process areas.
o Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.
You will be successful in this role if you have:
Any degree and 6-8 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.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 [HIDDEN TEXT]. US job seekers can find more information about Unisys EEO commitment here.
Job Title: MIM, Problem, Change Management Advisor - Associate Principal 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.
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
- Provide command-and-control leadership during major incidents to ensure rapid service restoration and minimal business impact
- Lead and facilitate major incident bridge calls, driving coordination, accountability, and clear direction across resolver teams
- Own end-to-end incident governance, including impact validation, escalation management, and decision-making
- Coordinate cross-functional technical teams to drive timely resolution of incidents
- Deliver clear, timely, and audience-appropriate communications to stakeholders, including executive updates
- Ensure accurate documentation of all incident activities, actions, decisions, and timelines within the ITSM tool
- Maintain ownership of incident progression, ensuring adherence to process, SLAs, and operational standards
- Proactively escalate risks, delays, or gaps to appropriate leadership levels
- Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed
- Identify and implement continuous improvement opportunities to strengthen incident response and reduce recurrence
- Leads a virtual team; defines, and coordinates day-to-day responsibilities for Internal Support and Strategic Partners.
- Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
- Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
- Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
- Establishes and leads a continuous service improvement program for in-scope ESM processes and supplier services.
- Directs services delivery teams regarding the policies, processes, and plans affecting in-scope services delivery performance.
- Maintains account profiles and standard in-scope documentation to include account specific requirements.
- Trains and mentors functional teams.
- Performs periodic audits / spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
- Participates in creation of the SLM Document of Understanding (DOU) Strategic Partners.
- Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.
- Responsible for the day-to-day delivery of SIAM process including:
o Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.,
o Working with SLM and reporting managers to ensure specific process targets are reported and tracked,
o Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment,
o Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created), and
o Providing input into the development of any documentation related to specific process areas.
- Maintains SIAM procedural documents and any related policies.
- Oversees vendor performance:
o Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.
You will be successful in this role if you have:
Any degree and 6-8 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.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 [HIDDEN TEXT]. US job seekers can find more information about Unisys EEO commitment here.
Sourced from foundit
Skills
Incident ManagementITILService ManagementChange Management
About Unisys
Unisys
Blue Bell
US
About
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology.
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Industries
Business DevelopmentInformation ServicesInformation TechnologyManagement Information SystemsSoftware