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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 for 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. You will coordinate client-facing resources and partners, facilitate process meetings, and drive continuous service improvement initiatives.
What you’ll do
- Serve as the 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 a seamless, collaborative environment and 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 ca
- Facilitate process-related meetings such as Daily Operations, Change Advisory Board, and Problem Review Board for regular clients and strategic partners
- Generate and report on progress against continuous service improvement initiatives
- Identify potential process improvements and make appropriate recommendations, including whether project initiatives are required to address them
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 service delivery processes including incident, major incident, problem, request, and change management
- Ability to coordinate client-facing resources and client/partner stakeholders to ensure compliance with service quality commitments
- Experience leading major incident process improvements and quality assurance initiatives
- Ability to lead bridge meetings for major incidents and ensure coordinated incident resolution
- Experience performing routine service management duties such as change monitoring, post-implementation reviews, and RCA documentation
- Strong written and spoken communication skills, including formal presentation abilities
Skills
ITIL service managementMajor incident managementProblem managementChange managementService coordinationProcess improvementRoot cause analysisStakeholder coordination
Education
Any degree