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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 building secure, high-performance solutions for government, financial services, and commercial clients. As a Senior Engineer in Service Management (MIM, Problem, Change Management) based in Bangalore, you will oversee ITIL-based service support, lead major incident bridge calls, coordinate problem and change governance, and drive continual service improvement across assigned accounts. You will also facilitate operational governance meetings, mentor team members, and produce executive reporting to ensure compliance with SLAs, XLAs, and contractual commitments.
What you’ll do
- Act as the primary SMO contact for Major Incident Management activities across assigned accounts
- Lead and facilitate Major Incident bridge calls, ensuring effective engagement from resolver teams, vendors, and stakeholders
- Coordinate incident resolution efforts and drive timely restoration of business services
- Ensure adherence to MIM governance, communication standards, escalation procedures, and service restoration targets
- Conduct post-incident reviews and capture lessons learned
- Analyse incident trends and recurring issues to identify candidates for Problem Management
- Deliver MIM training, coaching, and knowledge-sharing sessions to improve team capability
- Drive continual improvements to the Major Incident process, tooling, and stakeholder experience
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
- Ability to manage and oversee service delivery through incident, major incident, problem, request, and change management processes
- Experience coordinating client-facing resources and client/partner stakeholders to support service quality commitments
- Capability to lead and facilitate Major Incident Management activities and bridge calls across assigned accounts
- Experience leading Problem Management activities, including facilitating Problem Review Boards and tracking open problems and known errors
- Experience governing change management processes, reviewing change records, and facilitating Change Advisory Board meetings
- Strong communication skills for delivering clear updates during incidents, escalations, governance meetings, and executive reviews
Skills
ITIL service managementMajor incident managementProblem managementChange managementRoot cause analysisService governanceStakeholder communicationContinual service improvement
Education
Any degree