MIM, Problem, Change Management - Senior Engineer Service Management

Job description

What success looks like in this role: 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 effective