Major Incident Management Analyst - Engineer Service Management

Job description

What success looks like in this role: Job Title: Major Incident Management Analyst - 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. Key Responsibilities Major Incident Management (MIM) • 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. • Gather, validate, and document incident details, business impact, affected services, and timelines. • Ensure timely stakeholder communications during incident lifecycle including identification, escalation, recovery, and closure. • Track incident progress, action items, and ownership to maintain momentum toward resolution. • Assist in conducting post-incident reviews and documenting root cause analysis (RCA). • Ensure MIM documentation, communication templates, and knowledge repositories are maintained and updated. • Monitor compliance with MIM process requirements and escalation procedures. • Identify recurring incident trends and collaborate with Problem Management for long-term remediation.  #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 Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. 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.   If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.