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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, high-performance solutions for government, financial services, and commercial clients. As a MIM, Problem, Change Management Advisor - Associate Principal Service Management in Bangalore, you will oversee ITIL-based service support, lead major incident command-and-control, and drive problem, change, request, and SIAM processes to improve service quality. You will coordinate client-facing resources, manage vendor performance, and establish 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
- Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed
- Oversee vendor performance, acting as escalation point for process-related issues and attending vendor performance reviews
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 performing audits/spot checks to verify compliance with client ITIL processes and policies
Skills
ITIL service managementMajor incident managementProblem managementChange managementService integration and managementSLA monitoring and reportingContinuous service improvementVendor performance management
Education
Any degree