MIM, Change & Problem Management - Engineer Service Management

Job description

What success looks like in this role: Job Title: MIM, Change & Problem 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. 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. Change Management (CM) • Review Change Requests for completeness, quality, risk assessment, implementation plans, and rollback readiness. • Monitor change schedules and facilitate conflict detection, impact analysis, and risk mitigation activities. • Coordinate and facilitate Change Advisory Board (CAB) meetings. • Ensure compliance with Change Management policies, procedures, and governance controls. • Perform post-implementation reviews (PIRs) and track remediation actions for failed or backed-out changes. • Monitor emergency and unauthorized changes and escalate process violations as appropriate. • Maintain change calendars and support planning acti