Major Incident Manager

What success looks like in this role: Job Title: Major Incident Management - 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.

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.

Purpose The Major Incident Manager  is responsible for leading and coordinating the restoration of critical business services during Priority 1 and other high-impact incidents. The role serves as the central point of coordination across technical resolver groups, vendors, service providers, and business stakeholders to ensure rapid service restoration while maintaining effective communication and governance throughout the incident lifecycle. The Major Incident Manager drives incident bridge management, executive communications, escalation management, stakeholder coordination, service governance, and post-incident review activities.

Major Incident Leadership Take ownership of Major Incidents from declaration through service restoration. Lead incident bridges and virtual war rooms during high-priority outages. Coordinate cross-functional technical teams during service disruptions. Ensure timely involvement of appropriate support teams and stakeholders. Drive restoration activities to minimize business impact and service downtime. Incident Coordination and Governance Facilitate incident triage and severity assessment. Manage escalation processes across internal and external support groups. Coordinate activities among resolver teams, vendors, and third-party providers. Ensure incident governance processes are followed consistently. Maintain control of incident timelines, actions, and decision points. Stakeholder Communications Provide timely communications to operational, business, and leadership stakeholders. Deliver clear and concise status updates during active incidents. Manage customer-facing communication streams when required. Ensure stakeholders remain informed of progress, risks, and estimated restoration timelines. Service Restoration Management Monitor progress of restoration activities. Drive accountability across support teams. Identify and remove blockers affecting incident resolution. Escalate critical risks and delays appropriately. Coordinate implementation of emergency recovery actions when required. Major Incident Process Management Ensure compliance with Major Incident Management processes and procedures. Support continuous improvement of incident handling practices. Monitor adherence to service level commitments and escalation requirements. Maintain incident records and documentation. Post Incident Review Support Facilitate collection of incident timelines and action records. Support Post Incident Review (PIR) activities. Document lessons learned and