About the role

Unisys seeks an MIM, Change & Problem Management Engineer to oversee ITIL-based service support for Bangalore-based service delivery. The role manages incident, major incident, problem, request, and change management processes to improve overall service quality, coordinating client-facing resources and partners to meet service commitments. Day-to-day work includes facilitating Major Incident bridge calls, Change Advisory Board and Problem Review Board meetings, producing governance dashboards and KPI/SLA reports, and driving continual improvement. Location: Bangalore, India.

What you’ll do

Provide operational support for Major Incident Management activities across assigned accounts
Coordinate Major Incident bridge calls and engage technical resolver teams to expedite service restoration
Review Change Requests for completeness, quality, risk assessment, implementation plans, and rollback readiness
Coordinate and facilitate Change Advisory Board (CAB) meetings
Facilitate identification, logging, categorization, prioritization, and tracking of problem records
Coordinate Problem Review Board (PRB) meetings and follow-up activities
Generate and distribute service management reports, dashboards, scorecards, and KPI metrics
Maintain effective working relationships with clients, service delivery teams, resolver groups, and leadership

What you’ll bring

Any degree and 2-4 years' relevant experience, or equivalent combination of education and experience
Strong understanding of Incident, Major Incident, Change, and Problem Management processes
ServiceNow or equivalent ITSM platform experience
Strong analytical and reporting skills
Excellent stakeholder management and communication skills
Experience facilitating governance and operational meetings
Knowledge of KPI, SLA, OLA, and service management reporting
Advanced Microsoft Excel, Power BI, and Microsoft 365 skills

Nice to have

ITIL Foundation Certification

Skills

ITIL FoundationServiceNow ITSMMajor Incident ManagementChange ManagementProblem ManagementKPI SLA ReportingPower BIStakeholder Communication

Education

Any degree