Senior Engineer Service Management MIM Problem Change Management

About the role

Unisys is a global IT company delivering security-centric, high-performance solutions to government, financial services, and commercial clients. As a Senior Engineer in Service Management (MIM, Problem, Change Management) based in Bangalore, you will oversee and administer ITIL-based service support, managing incident, major incident, problem, request, and change management processes to improve overall service quality. Day-to-day, you will lead major incident bridge meetings, facilitate process meetings like CAB and Problem Review Board, perform post-implementation reviews and RCA documentation, analyze service request and problem trends, and coordinate with internal teams, clients, and third-party vendors to ensure compliance with service quality commitments.

What you’ll do

• Serves as primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients
• Leads quality assurance initiatives and drives major incident process improvements
• Provides training sessions to elevate skills and proficiencies of the entire team
• Leads bridge meetings for major incidents, ensuring well-coordinated effort towards quick incident resolution
• Monitors changes for completeness, performs post-implementation reviews, and reviews and documents RCA details for internal support
• Performs standard change catalogue, problem trending, and service request catalogue analysis
• Facilitates process-related meetings such as Daily Operations, Change Advisory Board, and Problem Review Board for regular clients and strategic partners
• Generates and reports on progress against continuous service improvement initiatives and identifies potential process improvements with appropriate recommendations

What you’ll bring

• Any degree and 4-6 years' relevant experience, or 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 serve as primary contact for MIM process inquiries for simple and moderately complex clients
• Experience leading quality assurance initiatives and driving major incident process improvements
• Ability to lead bridge meetings for major incidents and ensure coordinated resolution efforts
• Experience performing routine service management duties including change monitoring, post-implementation reviews, and RCA documentation
• Strong written and spoken communication skills with ability to deliver formal presentations

Skills

Education

Any degree