Major Incident, Problem and Change Management - Engineer Service Management

Job description

What success looks like in this role: Job Title: Major Incident, Problem and Change Management - 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.  Engineer Service Management (SMO) 1. Major Incident Management (MIM) • Support the Major Incident Management process by gathering incident information, documenting timelines, and coordinating activities among resolver teams. • Assist in assessing business impact and urgency of major incidents. • Facilitate incident bridge calls and ensure accurate capture of actions, decisions, and updates. • Communicate incident status and progress to stakeholders in accordance with agreed communication plans. • Maintain major incident records and ensure all documentation is complete and accurate. • Participate in post-incident reviews and capture lessons learned. • Escalate incidents appropriately to ensure timely resolution and service restoration. • Contribute to the development and maintenance of MIM procedures, knowledge articles, and process documentation. • Review incident trends and identify candidates for Problem Management investigation. • Support creation, tracking, and maintenance of Problem records and Known Errors. • Assist with documenting and reviewing Root Cause Analysis (RCA) reports. • Follow up on corrective and preventive actions to ensure closure within agreed timelines. • Participate in Problem Review Board (PRB) meetings and document outcomes. • Support knowledge-sharing activities to prevent recurrence of known issues. • Monitor recurring incidents and escalate trends requiring further analysis. • Maintain Problem Management reports and dashboards. 3. Change Management • Review Change records for completeness, <span