MIM, Change & Problem Management Engineer Service Management

About the role

Unisys seeks an Engineer Service Management professional in Bangalore to oversee ITIL-based service support across incident, major incident, problem, request, and change management. Day-to-day work includes coordinating Major Incident bridge calls, facilitating CAB and PRB meetings, conducting root cause analysis, producing governance dashboards and KPI/SLA reports, and driving continual improvement. The role coordinates client-facing resources to ensure compliance with service quality commitments.

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
• Strong understanding of Incident, Major Incident, Change, and Problem Management processes
• ServiceNow or equivalent ITSM platform experience
• Knowledge of KPI, SLA, OLA, and service management reporting
• Advanced Microsoft Excel, Power BI, and Microsoft 365 skills
• Excellent stakeholder management and communication skills
• Experience facilitating governance and operational meetings
• Strong analytical and reporting skills

Nice to have

ITIL Foundation Certification

Skills

Education

Any degree