Incident Lifecycle Management Support Specialist

Unisys India Private Limited; Bengaluru; On-site; INR 350,000 - 700,000; Full time

Job summary

Unisys India Private Limited in Bengaluru seeks an Incident Lifecycle Specialist to provide Tier 1 and Tier 2 support. You will troubleshoot hardware/software, voice systems, and Unisys applications, and assist with network, printing, and remote desktop access issues.

You will identify root causes, document resolutions, and communicate with both technical and non-technical users to prevent recurrence. 2–4 years’ experience preferred.

Qualifications

• High School Diploma or GED required.
• 2–4 years’ experience in related area.
• Technical certification or Associate Degree may be required.

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves hardware/software issues including voice systems and Unisys applications.
• Assists with resolution of issues with network connectivity, printing and remote access to desktops.
• Identifies root causes and escalates unusual or complex problems for resolution.
• Communicates problem, resolution and root cause information to users to prevent recurrence.
• Supports L1 and L2 support agents in day-to-day incident handling.

Skills

Tier 1 & 2 support

Troubleshooting

Root cause analysis

Communication with users

Incident management

Education

High School Diploma or GED

Technical certification or Associate Degree

Tools

Voice systems

Network connectivity

Unisys applications knowledge

Job description

Incident Lifecycle Management (ILCM)

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
  • Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
  • Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

• High School Diploma or GED required May require technical certification or Associate Degree Generally, 2-4 years’ experience in area of responsibility

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. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 [e-mail].

US job seekers can find more information about Unisys’ EEO commitment here.