MIM, Problem, Change Management Advisor - Associate Principal Service Management

Unisys; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Unisys in Bangalore seeks an experienced MIM, Problem, Change Management Advisor - Associate Principal Service Management to lead ITIL-based service support. You will oversee incident, problem, change, and service management activities, coordinating internal teams and client partners to improve service quality.

The role requires a degree and 6–8 years of relevant experience, with strong leadership and communication skills to drive continuous improvement and ensure SLA adherence across SIAM and

Qualifications

• Oversees ITIL based service support and governance.
• Leads major incident, incident, problem, and change management.
• Drives continuous service improvement and SIAM activities.

Responsibilities

• Lead Major Incident Management and bridge calls with cross-functional teams.
• Coordinate incident governance, escalation, and timelines.
• Manage service delivery with internal teams and partners; monitor SLAs.
• Drive continuous improvement initiatives across SIAM and supplier services.

Skills

ITIL

Incident management

Problem management

Change management

Stakeholder communication

Leadership

Cross-functional coordination

Education

Any degree

6-8 years experience

Tools

ITSM tools

Job description

## MIM, Problem, Change Management Advisor - Associate Principal Service ManagementApply: Bangalore, KA, India: Full time: Posted Today: REQ576132**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 including: o Supporting collaborative working between vendors and between Unisys teams, o Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc., o Working with SLM and reporting managers to ensure specific process targets are reported and tracked, o Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment, o Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created), and o Providing input into the development of any documentation related to specific process areas. • Maintains SIAM procedural documents and any related policies. • Oversees vendor performance: o Acting as escalation point for any responsible process related issues, and o Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.#LI-RB1**You will be successful in this role if you have:**Any degree and 6-8 years’ relevant experience OR equivalent combination of education and experience