Sr. Engineer Service Management

Unisys; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Unisys is seeking a Sr. Engineer Service Management to provide higher level support for MIM and senior service coordination across an assigned client base. This role leads major incident management efforts, coordinates bridge meetings, and drives improvements in service delivery.

The ideal candidate holds a BA/BS degree with 4–6 years of relevant experience, is fluent in English, and possesses ITIL 3 or 4 certification. Unisys values equal opportunity employment and welcomes diverse candidates.

Qualifications

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

Responsibilities

• Major Incident Management: acts as primary contact for MIM process, drives incident resolution and quality improvements.
• Leads bridge meetings for major incidents and coordinates across teams for timely resolution.
• Service Coordination/Management: performs routine duties, monitors changes, conducts post-implementation reviews, and documents RCA details.
• Facilitates meetings (Daily Operations, CAB, Problem Review Board) for Regular Clients and Strategic Partners.
• Generates reports on continuous service improvement initiatives and identifies process improvements.

Skills

Fluent English

ITIL 3/4 Certification

Education

BA/BS degree

Job description

What success looks like in this role:

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.

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.

What success looks like in this role:

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.

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.