Senior Engineer - Major Incident, Problem and Change Management

Unisys India Private Limited; Bengaluru; On-site; INR 1,400,000 - 1,900,000; Full time

Job summary

Unisys India Private Limited in Bangalore seeks a Senior Engineer Service Management to oversee ITIL-based service support and drive improvements across incident, major incident, problem, and change management. You will coordinate client-facing resources and ensure governance adherence across services.

You will lead and mentor teams, deliver governance reports, and work with stakeholders to enhance service quality and customer satisfaction.

Qualifications

• 4-6 years' relevant experience or equivalent combination of education and experience.
• Knowledge of ITIL and SMO processes and governance.
• Experience leading Major Incident, Problem, and Change management activities.

Responsibilities

• Major Incident Management: lead bridge calls, coordinate resolution, and drive restoration.
• Problem Management: coordinate PRBs, track RCA quality, and prevent repeats.
• Change Management: govern CABs, risk, planning, testing, and backouts.
• Service Coordination & Governance: monitor SLAs, XLAs, OLAs and reporting.
• Continual Service Improvement: drive CSI initiatives and automation opportunities.
• Stakeholder Management & Communication: provide clear updates to clients and teams.
• Knowledge Management & Capability Development: mentor, document processes, train teams.

Skills

ITIL

Major Incident Mgmt

Problem Mgmt

Change Mgmt

Service Governance

Stakeholder Mgmt

CSI

Knowledge Mgmt

Education

Any degree

Tools

ITIL tooling

Job description

MIM, Problem, Change Management - Senior Engineer Service Management

Job Title: MIM, Problem, Change Management - Senior 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.

Responsibilities:

• Major Incident Management (MIM) Act as the primary SMO contact for Major Incident Management activities across assigned accounts. Lead and facilitate Major Incident bridge calls, ensuring effective engagement from resolver teams, vendors, and stakeholders. Coordinate incident resolution efforts and drive timely restoration of business services. Ensure adherence to MIM governance, communication standards, escalation procedures, and service restoration targets. Conduct post-incident reviews and capture lessons learned. Analyse incident trends and recurring issues to identify candidates for Problem Management. Deliver MIM training, coaching, and knowledge-sharing sessions to improve team capability. Drive continual improvements to the Major Incident process, tooling, and stakeholder experience.
• Problem Management Lead and coordinate Problem Management activities to reduce recurring incidents and improve service stability. Facilitate Problem Review Board (PRB) meetings and track progress of open problems and known errors. Review Root Cause Analysis (RCA) quality and ensure corrective and preventive actions are defined and tracked to closure. Perform trend analysis on incidents, service requests, and operational data to identify systemic issues. Collaborate with technical teams to develop permanent fixes and preventive measures. Manage Known Error Database (KEDB) updates and ensure knowledge is captured and shared effectively. Monitor problem resolution effectiveness and report on reductions in repeat incidents and service disruptions. Drive proactive problem identification initiatives and continuous service improvement opportunities.
• Change Management Govern change management processes and ensure compliance with organisational and client standards. Review change records for completeness, risk assessment, implementation planning, testing evidence, backout procedures, and approvals. Facilitate Change Advisory Board (CAB) and emergency CAB meetings. Assess change schedules for conflicts, risks, dependencies, and potential business impact. Monitor change success rates, failed changes, and change-related incidents. Conduct Post-Implementation Reviews (PIRs) to identify lessons learned and improvement opportunities. Maintain and review Standard Change and Change Catalogue governance. Drive change process improvements, automation opportunities, and compliance initiatives.
• Service Coordination & Governance Facilitate operational governance meetings, including daily operations reviews, CABs, PRBs, service reviews, and stakeholder forums. Monitor adherence to ITSM processes, policies, SLAs, XLAs, OLAs, and contractual commitments. Analyse service performance metrics and identify risks, trends, and improvement opportunities. Coordinate with delivery teams, account teams, clients, and third-party suppliers to ensure effective service delivery. Drive resolution of process compliance gaps and operational issues. Produce governance reports, dashboards, and executive summaries for stakeholders.
• Continual Service Improvement (CSI) Identify and drive service improvement initiatives across Incident, Major Incident, Problem, and Change Management practices. Support automation, standardisation, and optimisation initiatives to improve operational efficiency. Track and report CSI benefits, outcomes, and performance improvements. Recommend projects and strategic initiatives that enhance service quality, stability and customer satisfaction.
• Stakeholder Management & Communication Serve as a trusted advisor for service management governance within assigned accounts. Deliver clear and professional communication during incidents, escalations, governance meetings, and executive reviews. Prepare service reports, presentations, and management updates for internal and client stakeholders. Escalate risks, compliance concerns, and service-impacting issues appropriately.
• Knowledge Management & Capability Development Mentor and coach team members on ITIL and SMO processes. Develop and maintain process documentation, governance artefacts, and knowledge articles. Conduct training sessions and workshops to improve service management maturity across teams. Promote best practices in incident, major incident, problem, change, and service level management.

Key Success Measures (KPIs)

• Major incident restoration effectiveness and communication quality.
• Reduction in recurring incidents through effective problem management.
• Change success rate and reduction in change-related incidents.
• Process compliance and governance adherence.
• CSI initiatives delivered and realised benefits.
• Customer satisfaction and stakeholder feedback.
• Quality and timeliness of reporting, audits, and governance activities.

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Required Experience and Qualifications:

You will be successful in this role if you have: Any degree and 4-6 years' relevant experience OR equivalent combination of education and experience

Equal Opportunity Statement:

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.

Experience Level:

Senior Level