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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 building secure, high-performance solutions for government, financial services, and commercial clients. As a MIM, Problem, Change Management Advisor - Associate Principal Service Management in Bangalore, you will oversee ITIL-based service support, lead major incident command-and-control, manage problem and change processes, coordinate cross-functional and vendor teams, and drive continuous service improvement. The role is full-time and requires 6-8 years of relevant experience.
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, audience-appropriate communications to stakeholders, including executive updates
- Ensure accurate documentation of all incident activities, actions, decisions, and timelines within the ITSM tool
- Maintain ownership of incident progression, ensuring adherence to process, SLAs, and operational standards
- Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed
What you’ll bring
- Any degree and 6-8 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 provide command-and-control leadership during major incidents and lead bridge calls
- Experience coordinating cross-functional technical teams and client-facing resources
- Experience compiling, analyzing, and reporting statistical data on service level compliance and operational effectiveness
- Experience establishing and leading continuous service improvement programs for ESM processes and supplier services
- Experience with Service Integration and Management (SIAM), including vendor performance oversight and escalation
Skills
ITIL service managementMajor incident managementProblem managementChange managementService integration and managementVendor performance oversightContinuous service improvementIncident governance and escalation
Education
Any degree