Major Incident, Problem and Change Management - Engineer Service Management

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, accuracy, approvals, implementation plans, and backout procedures.
• Perform routine audits of Change schedules for conflicts, risks, and compliance issues.
• Support Change Advisory Board (CAB) and Emergency CAB meetings through coordination, scheduling, and documentation.
• Conduct Post Implementation Reviews (PIRs) and capture improvement opportunities.
• Monitor and report on change success rates, failed changes, and unauthorized changes.
• Engage Problem Management for unauthorized or failed changes where required.
• Maintain Standard Change and Change Catalogue documentation.
• Communicate change schedules and related updates to stakeholders and suppliers.

4. Service Coordination & Process Governance

• Facilitate operational governance meetings including Daily Operations Reviews, CABs, PRBs, and service review forums.
• Monitor compliance with Incident, Major Incident, Problem, and Change Management processes.
• Generate and distribute operational reports, dashboards, and service performance metrics.
• Track SLA, XLA, operational KPI, and compliance performance.
• Coordinate with delivery teams, service desks, technical teams, clients, and suppliers to ensure effective service delivery.
• Support implementation of process updates, governance controls, and audit requirements.
• Maintain process documentation and governance artefacts.

5. Continuous Service Improvement (CSI)

• Identify process improvement opportunities across Incident, Problem, and Change Management practices.
• Support automation and efficiency initiatives to improve service operations.
• Track service improvement actions and report progress to stakeholders.
• Contribute to reduction of recurring incidents, failed changes, and process non-compliance.

6. Communication & Stakeholder Engagement

• Maintain a high standard of verbal and written communication.
• Provide timely updates to internal teams, clients, and leadership during operational reviews and incidents.
• Prepare meeting minutes, reports, presentations, and governance documentation.
• Support stakeholder communications relating to service management processes and operational performance.

7. Knowledge Management & Training

• Maintain process documentation, SOPs, and knowledge articles.
• Support training and awareness sessions for technical and operational teams.
• Assist in onboarding new team members regarding SMO processes and governance requirements.
• Promote adherence to ITIL and Unisys SMO standards.

Expected Outcomes

• Effective support and coordination of Major Incidents.
• Improved service stability through proactive Problem Management.
• High Change Management compliance and successful implementation rates.
• Accurate governance reporting and process adherence.
• Strong stakeholder communication and operational coordination.
• Delivery of continual service improvement initiatives.
  
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