Sr. Engineer Service Management

Unisys; Mexico; On-site; PHP 1,004,000 - 1,562,000; Full time

Job summary

Unisys is seeking a Sr. Engineer Service Management to provide higher level support for MIM and senior service coordination with assigned clients.

You will lead major incident management, coordinate routine service management duties, and drive process improvements while maintaining high standards of communication. The role requires a BA/BS with 4-6 years of experience, fluent English, and ITIL v3/v4 certification.

Qualifications

• BA/BS degree with 4-6 years of relevant experience or equivalent combination of education and experience.
• Fluent English required.
• ITIL v3/v4 certification preferred or required for the role.

Responsibilities

• Lead Major Incident Management as primary contact for inquiries and incident resolution.
• Coordinate and manage service management duties including Change, RCA reviews, and post-implementation reviews.
• Facilitate routine and strategic process meetings (Daily Operations, CAB, PRB) for Regular Clients and Partners.
• Prepare, present and report on continuous service improvement initiatives and process metrics.

Skills

Fluent English

Education

BA/BS degree

ITIL 3/4 Certification

Job description

What success looks like in this role:

Sr. Engineer Service Management provides higher level support for MIM or senior level service coordination within an assigned client base as described below.

Major Incident Management

• Serves as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients.
• Leads quality assurance initiatives and drives major incident process improvements.
• Provides training sessions to elevate the skills and proficiencies of the entire team.
• Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment.
• Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.

Service Coordination / Management

• Performs routine service management duties, including:
  • Monitoring Changes for completeness for internal support,
  • Performing post implementation reviews,
  • Reviewing and documenting RCA details for Internal support and
  • Performing Standard Change catalogue, problem trending, and Service Request catalogue analysis.
• Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners.
• Maintains high standards in written and spoken communication and during formal presentations.
• Generates and reports on progress against continuous service improvement initiatives.
• Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these.
• Interfaces with internal resources, clients and/or third-party vendors to manage ESM processes daily.
• Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.

You will be successful in this role if you have:

• BA/BS degree and 4-6 years relevant experience or equivalent combination of education and experience
• Fluent English
• ITIL 3 or 4 Certification

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, 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. 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] or alternatively Toll Free: 888-560-1782 (Prompt 4). 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. 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