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Hiring companyUnisys
Verified today
MIM, Problem, Change Management Senior Engineer Service Management
Bangalore, KA, India Full-time
About the role
Unisys is a global IT company delivering security-centric, high-performance solutions to government, financial services, and commercial clients. In this Bangalore-based role, 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 CAB and Problem Review Board sessions, 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-level commitments.
What you’ll do
- Provide higher-level support for MIM or senior-level service coordination within an assigned client base
- Serve as primary contact for inquiries and concerns related to the MIM process for simple and moderately complex clients
- Lead quality assurance initiatives and drive major incident process improvements
- Provide training sessions to elevate the skills and proficiencies of the entire team
- Lead bridge meetings for major incidents to ensure well-coordinated, quick incident resolution
- Perform routine service management duties including monitoring changes for completeness, performing post-implementation reviews, reviewing and documenting RCA details, and analyzing standard change, p
- Facilitate process-related meetings such as Daily Operations, Change Advisory Board, and Problem Review Board for regular clients and strategic partners
- Identify potential process improvements and make appropriate recommendations, including any required project initiatives
What you’ll bring
- Any degree and 4-6 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 serve as primary contact for MIM process inquiries for simple and moderately complex clients
- Experience leading bridge meetings and driving major incident process improvements
- Experience facilitating process-related meetings such as Daily Operations, Change Advisory Board, and Problem Review Board
- Strong written and spoken communication skills, including formal presentations
- Ability to interface with internal resources, clients, and third-party vendors to manage ESM processes
Skills
ITIL service managementMajor incident managementChange managementProblem managementService request managementRoot cause analysisProcess improvementStakeholder coordination
Education
Any degree