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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 secure, high-performance solutions to government, financial services, and commercial clients. This Senior Engineer role in Bangalore oversees and administers ITIL-based service support, managing incident, major incident, problem, request, and change management processes to improve overall service quality. Day-to-day work includes leading major incident bridge meetings, facilitating process meetings like CAB and Problem Review Board, performing post-implementation reviews and RCA documentation, and coordinating with clients and vendors to ensure compliance with service quality commitments.
What you’ll do
- Serves as the 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 the skills and proficiencies of the entire team
- Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment
- Monitors Changes for completeness for internal support
- 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, Problem Review Board for Regular Clients and Strategic Partners
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
- 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 coordinationProcess improvementRoot cause analysisClient communication
Education
Any degree