MIM, Problem, Change Management Senior Engineer Service Management

About the role

Unisys is a global IT company delivering security-centric, high-performance solutions to 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. Day-to-day, you will lead major incident bridge meetings, facilitate process-related meetings like Change Advisory and Problem Review Boards, perform service coordination duties such as post-implementation reviews and RCA documentation, and interface with internal teams, clients, and vendors to drive continuous service improvement.

What you’ll do

• Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients
• Leads quality assurance initiatives and drives major incident process improvements
• Provides training sessions to elevate the skills and proficiencies of the entire team
• Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment
• Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution
• Performs routine service management duties including monitoring changes, post-implementation reviews, RCA documentation, and service request catalogue analysis
• Facilitates process related meetings such as Daily Operations, Change Advisory Board, and Problem Review Board for regular clients and strategic partners
• Generates and reports on progress against continuous service improvement initiatives and identifies potential process improvements

What you’ll bring

• Any degree and 4-6 years' relevant experience, or 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 serve as primary contact for MIM process inquiries for simple and moderately complex clients
• Experience leading quality assurance initiatives and driving process improvements
• Ability to lead bridge meetings for major incidents and coordinate quick incident resolution
• Experience performing service management duties such as monitoring changes, post-implementation reviews, and RCA documentation
• Strong written and spoken communication skills with ability to deliver formal presentations

Skills

Education

Any degree