What success looks like in this role:

Job Title: Major Incident, Problem Management and SLM - Eng Svc Mgmt

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/Outcomes
Major Incident Management (MIM)

• Coordinate and lead the resolution of high-impact incidents to restore services as quickly as possible.
• Act as the primary point of contact during major incidents, ensuring clear communication with stakeholders.
• Facilitate post-incident reviews to identify root causes and implement preventive measures.
• Maintain detailed documentation of major incidents and resolutions for future reference.

Problem Management (PM):

• Analyze recurring incidents to identify underlying problems and root causes.
• Develop and implement long-term solutions to prevent future occurrences.
• Collaborate with technical teams to ensure timely resolution of problems.
• Monitor and report on problem management metrics to track progress and effectiveness.

Service Level Management (SLM):

• Regularly review and update SLAs to align with evolving business needs.
• Provide reports on service performance and identify areas for improvement.

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You will be successful in this role if you have:

BA/BS 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.

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 [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.