Job Title: MIM, Problem, Change Management - Senior Engineer Service Management

Location: Bangalore

Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.

Our Vision: Enhancing people’s lives through secure, reliable advanced technology.

Our Core Beliefs:

• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients’ success is our success.
• Integrity: We act ethically and honestly.

Position Overview:

Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.
 

MIM, Problem and Change Management Support - Senior Engineer Service Management

1. Major Incident Management (MIM)

• 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.

2. Problem Management

• Lead and coordinate Problem Management activities to reduce recurring incidents and improve service stability.
• Facilitate Problem Review Board (PRB) meetings and track progress of open problems and known errors.
• Review Root Cause Analysis (RCA) quality and ensure corrective and preventive actions are defined and tracked to closure.
• Perform trend analysis on incidents, service requests, and operational data to identify systemic issues.
• Collaborate with technical teams to develop permanent fixes and preventive measures.
• Manage Known Error Database (KEDB) updates and ensure knowledge is captured and shared effectively.
• Monitor problem resolution effectiveness and report on reductions in repeat incidents and service disruptions.
• Drive proactive problem identification initiatives and continuous service improvement opportunities.

3. Change Management

• Govern change management processes and ensure compliance with organisational and client standards.
• Review change records for completeness, risk assessment, implementation planning, testing evidence, backout procedures, and approvals.
• Facilitate Change Advisory Board (CAB) and emergency CAB meetings.
• Assess change schedules for conflicts, risks, dependencies, and potential business impact.
• Monitor change success rates, failed changes, and change-related incidents.
• Conduct Post-Implementation Reviews (PIRs) to identify lessons learned and improvement opportunities.
• Maintain and review Standard Change and Change Catalogue governance.
• Drive change process improvements, automation opportunities, and compliance initiatives.

4. Service Coordination & Governance

• Facilitate operational governance meetings, including daily operations reviews, CABs, PRBs, service reviews, and stakeholder forums.
• Monitor adherence to ITSM processes, policies, SLAs, XLAs, OLAs, and contractual commitments.
• Analyse service performance metrics and identify risks, trends, and improvement opportunities.
• Coordinate with delivery teams, account teams, clients, and third-party suppliers to ensure effective service delivery.
• Drive resolution of process compliance gaps and operational issues.
• Produce governance reports, dashboards, and executive summaries for stakeholders.

5. Continual Service Improvement (CSI)

• Identify and drive service improvement initiatives across Incident, Major Incident, Problem, and Change Management practices.
• Support automation, standardisation, and optimisation initiatives to improve operational efficiency.
• Track and report CSI benefits, outcomes, and performance improvements.
• Recommend projects and strategic initiatives that enhance service quality, stability, and customer satisfaction.

6. Stakeholder Management & Communication

• Serve as a trusted advisor for service management governance within assigned accounts.
• Deliver clear and professional communication during incidents, escalations, governance meetings, and executive reviews.
• Prepare service reports, presentations, and management updates for internal and client stakeholders.
• Escalate risks, compliance concerns, and service-impacting issues appropriately.

7. Knowledge Management & Capability Development

• Mentor and coach team members on ITIL and SMO processes.
• Develop and maintain process documentation, governance artefacts, and knowledge articles.
• Conduct training sessions and workshops to improve service management maturity across teams.
• Promote best practices in incident, major incident, problem, change, and service level management.

Key Success Measures (KPIs)

• Major incident restoration effectiveness and communication quality.
• Reduction in recurring incidents through effective problem management.
• Change success rate and reduction in change-related incidents.
• Process compliance and governance adherence.
• CSI initiatives delivered and realised benefits.
• Customer satisfaction and stakeholder feedback.
• Quality and timeliness of reporting, audits, and governance activities.
  
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