Major Incident Management Analyst - Engineer Service Management

Unisys; Bengaluru; On-site; INR 800,000 - 1,000,000; Full time

Job summary

Unisys in Bangalore is seeking a Major Incident Management Analyst—Engineer Service Management to oversee ITIL-based service support, including incident, major incident, problem, request and change management.

The role coordinates client-facing resources, maintains incident details and stakeholder communications, tracks progress, participates in post-incident reviews and RCA, and ensures documentation and templates remain up to date.

Qualifications

• Degree and 2-4 years’ relevant experience or equivalent combination.
• Familiarity with ITIL processes and service management.

Responsibilities

• Provide operational support for Major Incident Management (MIM) activities across assigned accounts.
• Coordinate Major Incident bridge calls and engage technical resolver teams to expedite service restoration.
• Gather, validate, and document incident details, business impact, affected services, and timelines.
• Ensure timely stakeholder communications during incident lifecycle including identification, escalation, recovery, and closure.
• Track incident progress, action items, and ownership to maintain momentum toward resolution.
• Assist in conducting post-incident reviews and documenting root cause analysis (RCA).
• Ensure MIM documentation, communication templates, and knowledge repositories are maintained and updated.
• Monitor compliance with MIM process requirements and escalation procedures.
• Identify recurring incident trends and collaborate with Problem Management for long-term remediation.

Skills

ITIL

Incident management

Coordination

Communication

Education

Any degree

2-4 years experience

Job description

Major Incident Management Analyst - Engineer Service Management

Location: Bangalore

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

• Provide operational support for Major Incident Management (MIM) activities across assigned accounts.
• Coordinate Major Incident bridge calls and engage technical resolver teams to expedite service restoration.
• Gather, validate, and document incident details, business impact, affected services, and timelines.
• Ensure timely stakeholder communications during incident lifecycle including identification, escalation, recovery, and closure.
• Track incident progress, action items, and ownership to maintain momentum toward resolution.
• Assist in conducting post-incident reviews and documenting root cause analysis (RCA).
• Ensure MIM documentation, communication templates, and knowledge repositories are maintained and updated.
• Monitor compliance with MIM process requirements and escalation procedures.
• Identify recurring incident trends and collaborate with Problem Management for long-term remediation.

Qualifications

Any degree and 2-4 years’ relevant experience OR equivalent combination of education and experience.

Equal Opportunity Employer

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.

Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity

Additional Information

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. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity