MIM, Problem, Change Management - Senior Engineer Service Management
Unisys · Bengaluru · onsite · Posted 62d ago
Not disclosed4–6 yrsfulltimeSourced from
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About this role
What Success Looks Like In This Role
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
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
Any degree and 4-6 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 - 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.
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
- 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.
- 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 and tracked to closure.
- Perform trend analysis on incidents, service requests, and operational data to identify systemic issues.
- Collaborate with technical teams to develop permanent fixes and preventive measures.
- Manage Known Error Database (KEDB) updates and ensure knowledge is captured and shared effectively.
- Monitor problem resolution effectiveness and report on reductions in repeat incidents and service disruptions.
- Drive proactive problem identification initiatives and continuous service improvement opportunities.
- Change Management
- Govern change management processes and ensure compliance with organisational and client standards.
- Review change records for completeness, risk assessment, implementation planning, testing evidence, backout procedures, and approvals.
- Facilitate Change Advisory Board (CAB) and emergency CAB meetings.
- Assess change schedules for conflicts, risks, dependencies, and potential business impact.
- Monitor change success rates, failed changes, and change-related incidents.
- Conduct Post-Implementation Reviews (PIRs) to identify lessons learned and improvement opportunities.
- Maintain and review Standard Change and Change Catalogue governance.
- Drive change process improvements, automation opportunities, and compliance initiatives.
- Service Coordination & Governance
- Facilitate operational governance meetings, including daily operations reviews, CABs, PRBs, service reviews, and stakeholder forums.
- Monitor adherence to ITSM processes, policies, SLAs, XLAs, OLAs, and contractual commitments.
- Analyse service performance metrics and identify risks, trends, and improvement opportunities.
- Coordinate with delivery teams, account teams, clients, and third-party suppliers to ensure effective service delivery.
- Drive resolution of process compliance gaps and operational issues.
- Produce governance reports, dashboards, and executive summaries for stakeholders.
- Continual Service Improvement (CSI)
- Identify and drive service improvement initiatives across Incident, Major Incident, Problem, and Change Management practices.
- Support automation, standardisation, and optimisation initiatives to improve operational efficiency.
- Track and report CSI benefits, outcomes, and performance improvements.
- Recommend projects and strategic initiatives that enhance service quality, stability, and customer satisfaction.
- Stakeholder Management & Communication
- Serve as a trusted advisor for service management governance within assigned accounts.
- Deliver clear and professional communication during incidents, escalations, governance meetings, and executive reviews.
- Prepare service reports, presentations, and management updates for internal and client stakeholders.
- Escalate risks, compliance concerns, and service-impacting issues appropriately.
- Knowledge Management & Capability Development
- Mentor and coach team members on ITIL and SMO processes.
- Develop and maintain process documentation, governance artefacts, and knowledge articles.
- Conduct training sessions and workshops to improve service management maturity across teams.
- Promote best practices in incident, major incident, problem, change, and service level management.
- Major incident restoration effectiveness and communication quality.
- Reduction in recurring incidents through effective problem management.
- Change success rate and reduction in change-related incidents.
- Process compliance and governance adherence.
- CSI initiatives delivered and realised benefits.
- Customer satisfaction and stakeholder feedback.
- Quality and timeliness of reporting, audits, and governance activities.
Any degree and 4-6 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
ITILProblem managementChange ManagementService CoordinationOperational governance
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