MIM, Problem, Change Management - Senior Engineer Service Management

What success looks like in this role: 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.

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.   MIM, Problem and Change Management Support - Senior Engineer Service Management 1. 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. 2. 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. 3. 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. 4. Service Coordination & Governance Facilitate