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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 building security-centric solutions for digitally demanding businesses and governments. 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 management processes, and coordinate client-facing resources to improve service quality. You will lead major incident command-and-control, drive SIAM vendor collaboration, 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
- 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 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
- Experience coordinating cross-functional technical teams and client-facing resources
- Experience with service level compliance, operational effectiveness, and statistical reporting
- Experience leading continuous service improvement programs for ESM processes
- Experience with SIAM processes, vendor performance oversight, and escalation management
Skills
ITIL service managementMajor incident managementProblem managementChange managementService integration and managementSLA monitoringContinuous improvementVendor performance oversight
Education
Any degree