Major Incident Management

Unisys; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Unisys in Bengaluru (Bangalore) is seeking a Major Incident Management professional who will analyse incident and change data, identify trends, and drive automation and AI-enabled improvements across IT operations.

You will partner with Cloud, Infrastructure, Application, Platform and Engineering teams to ensure rapid resolution, implement proactive problem management, and develop practical workflows in ServiceNow, Power Automate and related tools. 2-5 years in IT ops required.

Qualifications

• Approximately 2-5 years of experience in IT Operations, Service Management or a related discipline.
• Working understanding of Incident, Major Incident, Problem or Change Management.
• Strong Excel or equivalent data-analysis capability.
• Good written communication, problem-solving and attention to detail.
• Ability to collaborate with Service Management and technical teams.
• Strong curiosity, learning agility and willingness to take ownership of assigned work.

Responsibilities

• Analyze incident, problem, change and service operational data to identify patterns and improvement opportunities.
• Support proactive Problem Management and service-improvement activities.
• Validate findings with Service Management practitioners, resolver teams and technical specialists.
• Help quantify the expected and realised impact of improvements.
• Identify repetitive manual activities that may be suitable for automation.
• Use approved AI and productivity tools to accelerate analysis, reporting, documentation and operational activities.
• Support development and testing of simple ServiceNow workflows, Power Automate solutions, dashboards or similar automations.
• Document use cases, testing results, controls and user guidance.
• Maintain improvement actions, risks, decisions, dependencies and outcome tracking.
• Help ensure operational learning is converted into practical actions rather than reporting alone.
• Work alongside Cloud, Infrastructure, Application, Platform and Engineering teams.
• Learn how monitoring, events, logs, metrics and traces connect with Service Management processes.
• Support correlation of incidents with operational events, changes and technical data.
• Escalate data-quality, tooling or process gaps to the relevant workstream owner.
• Develop knowledge of AI, automation, Cloud, DevOps, SRE and observability concepts.
• Experiment with new approaches under appropriate guidance and controls.
• Create clear documentation and reusable analysis templates.
• Share successful solutions and lessons with other team members.

Skills

IT Operations

Service Management

Data analysis

Excel

Attention to detail

Collaboration

Curiosity

Education

ITIL Foundation

Tools

ServiceNow

Jira

Power BI

Power Automate

Microsoft Copilot

Job description

What success looks like in this role: Job Title: Major Incident 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.

Role Purpose Support Service Management transformation by analysing operational information, identifying improvement opportunities, developing practical automation and AI-enabled solutions, and assisting senior specialists with implementation. This role is intended for someone earlier in their career who has sound Service Management fundamentals, strong analytical ability, curiosity and the potential to develop into a transformation specialist.

Key Responsibilities Analysis and Improvement

• Analyse incident, problem, change and service operational data to identify patterns, recurring issues and improvement opportunities.
• Support proactive Problem Management and service‑improvement activities.
• Validate findings with Service Management practitioners, resolver teams and technical specialists.
• Help quantify the expected and realised impact of improvements.

AI and Automation Support

• Identify repetitive manual activities that may be suitable for automation.
• Use approved AI and productivity tools to accelerate analysis, reporting, documentation and operational activities.
• Support development and testing of simple ServiceNow workflows, Power Automate solutions, dashboards or similar automations.
• Document use cases, testing results, controls and user guidance.

Service Management Delivery

• Support Incident, Major Incident, Problem, Change and Continual Improvement activities as required.
• Assist senior specialists with process assessments and transformation initiatives.
• Maintain improvement actions, risks, decisions, dependencies and outcome tracking.
• Help ensure that operational learning is converted into practical actions rather than reporting alone.

Technical Collaboration

• Work alongside Cloud, Infrastructure, Application, Platform and Engineering teams.
• Learn how monitoring, events, logs, metrics and traces connect with Service Management processes.
• Support correlation of incidents with operational events, changes and technical data.
• Escalate data‑quality, tooling or process gaps to the relevant workstream owner.

Continuous Learning and Knowledge Sharing

• Develop knowledge of AI, automation, Cloud, DevOps, SRE and observability concepts.
• Experiment with new approaches under appropriate guidance and controls.
• Create clear documentation and reusable analysis templates.
• Share successful solutions and lessons with other team members.

#LI‑RB1 You will be successful in this role if you have:

Experience and Skills Must Have

• Approximately 2-5 years of experience in IT Operations, Service Management or a related discipline.
• Working understanding of at least one area such as Incident, Major Incident, Problem or Change Management.
• Strong Excel or equivalent data‑analysis capability.
• Good written communication, problem‑solving and attention to detail.
• Ability to collaborate with Service Management and technical teams.
• Strong curiosity, learning agility and willingness to take ownership of assigned work.

Should Have

• Exposure to ServiceNow, Jira or a comparable ITSM platform.
• Basic understanding of Cloud or modern IT operations.
• Exposure to Microsoft Copilot, Claude or equivalent AI tools.
• Interest in automation, analytics or workflow improvement.

Good to Have

• Power BI or another visualisation platform.
• Power Automate or comparable workflow tools.
• Basic scripting or API awareness.
• Exposure to monitoring or observability tools.
• ITIL Foundation or equivalent knowledge; certification is not mandatory.

Success Measures

• Accurate analysis that leads to actionable improvement opportunities.
• Assigned automation, dashboard or improvement tasks completed to agreed quality.
• Clear documentation and reliable tracking of actions and outcomes.
• Demonstrated growth in Service Management, analytics and automation capability.
• Positive collaboration with senior specialists, operational teams and engineering stakeholders.

Role Boundaries

The role is not expected to arrive as a fully formed transformation consultant. The individual will work under guidance on larger initiatives while progressively taking ownership of analysis, automation and improvement deliverables. Coding and deep Cloud engineering expertise are not mandatory.

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.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity