U
Hiring companyUnisys
Verified today
MIM, Problem, Change Management Advisor - Associate Principal Service Management
Bangalore, KA, India Full-time
About the role
Unisys is a global IT company delivering security-centric solutions and digital transformation services to government, financial, and commercial clients. As a MIM, Problem, Change Management Advisor - Associate Principal Service Management in Bangalore, you will oversee ITIL-based service support, manage incident, problem, request, and change processes, and coordinate client-facing resources to improve service quality. Day-to-day work includes leading major incident bridge calls, driving cross-functional resolution, monitoring vendor and internal SLA performance, and establishing continuous service improvement programs.
What you’ll do
- 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
- Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed
What you’ll bring
- Any degree and 6-8 years’ relevant experience, or an equivalent combination of education and experience
- Experience overseeing, facilitating, and administering ITIL-based service support
- Experience managing incident, major incident, problem, request, and change management processes
- Ability to provide command-and-control leadership during major incidents and lead bridge calls
- Experience coordinating cross-functional technical teams and client-facing resources
- Experience compiling, analyzing, and reporting statistical data on service level compliance and operational effectiveness
- Experience establishing and leading continuous service improvement programs for ESM processes and supplier services
- Experience overseeing vendor performance and acting as an escalation point for process-related issues
Skills
ITIL service managementMajor incident managementProblem managementChange managementService integration and managementSLA monitoring and reportingContinuous service improvementVendor performance oversight
Education
Any degree