U
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 to digitally demanding businesses and governments. As a MIM, Problem, Change Management Advisor - Associate Principal Service Management 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. You will coordinate client-facing resources and partners to ensure compliance with service quality commitments, lead major incident command-and-control, and drive continuous service improvement across internal support and strategic partners.
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
- Lead a virtual team and define day-to-day responsibilities for Internal Support and Strategic Partners
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
- Ability to compile, analyze, and report statistical data and trends on service level compliance
- Experience establishing and leading continuous service improvement programs for ESM processes
- Experience overseeing vendor performance and acting as an escalation point for process-related issues
Skills
ITIL service managementMajor incident managementProblem managementChange managementService integration and managementSLA monitoring and reportingVendor performance managementContinuous service improvement
Education
Any degree