Service Management (Major Incident, Change and Request Management) - Engineer Service Management

About the role

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.

Responsibilities

• Provides dedicated support for Major Incident Management (MIM) or service coordination support within an assigned client base as described below.
• Major Incident Management
• Provides capture support for MIM processes and engages with colleagues to coordinate service activities including:
• o Gathering information about the incident,
• o Assisting with assessing the business impact,
• o Documenting the root cause of the incident,
• o Coordinating with resolver teams and
• o Communicating with stakeholders throughout the resolution process.
• Contributes to the development and maintenance of MIM documentation.
• Participates in and/or facilitates process related meetings for engagements.
• Service Coordination / Management
• Performs routine service management duties, including:
• o Generating and distributing reports and/or providing dashboards for Strategic Partners,
• o Monitoring Changes for completeness for internal support,
• o Performing post implementation reviews,
• o Engaging Problem management for unauthorized change activity, and
• o Reviewing and documenting RCA details for Internal support.
• Facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc. for internal support.
• Maintains high standards of written and verbal communications.
• Interfaces with internal resources and/or clients to manage ESM processes on a day-to-day basis.
• Communicates to necessary supplier stakeholders any changes to in-scope documentation.
• Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for internal support.
• Incorporate CLIENT updates into in-scope ITIL policies and processes based on contractual agreement for in-scope services.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed for internal support.
• Participates in weekly governance meetings.
• Performs routine auditing of Change management schedules.
• #LI-RB1
• You will be successful in this role if you have:
• Any degree and 2-4 years' relevant experience OR equivalent combination of education and experience
• Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

Benefits

Additional Information

What success looks like in this role: Job Title: Service Management (Major Incident, Change and Request Management) - Engineer Service Management Location : Bangalore

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