What success looks like in this role:
Job Title: MIM, Problem, Change Management Advisor - Associate Principal 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
Provide command-and-control leadership during major incidents to ensure rapid service restoration and minimal business impact
Lead and facilitate major incident bridge calls, driving coordination, accountability, and clear direction across resolver teams
Own end-to-end incident governance, including impact validation, escalation management, and decision-making
Coordinate cross-functional technical teams to drive timely resolution of incidents
Deliver clear, timely, and audience-appropriate communications to stakeholders, including executive updates
Ensure accurate documentation of all incident activities, actions, decisions, and timelines within the ITSM tool
Maintain ownership of incident progression, ensuring adherence to process, SLAs, and operational standards
Proactively escalate risks, delays, or gaps to appropriate leadership levels
Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed
Identify and implement continuous improvement opportunities to strengthen incident response and reduce recurrence
Service Management
• Leads a virtual team; defines, and coordinates day-to-day responsibilities for Internal Support and Strategic Partners.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
• Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
• Establishes and leads a continuous service improvement program for in-scope ESM processes and supplier services.
• Directs services delivery teams regarding the policies, processes, and plans affecting in-scope services delivery performance.
• Maintains account profiles and standard in-scope documentation to include account specific requirements.
• Trains and mentors functional teams.
• Performs periodic audits / spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
• Participates in creation of the SLM Document of Understanding (DOU) Strategic Partners.
• Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.
Service Integration and Management
• Responsible for the day-to-day delivery of SIAM process…