Major Incident, Problem and Change Management - Engineer Service Management

What success looks like in this role: Job Title: Major Incident, Problem and Change Management - 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.   Engineer Service Management (SMO) 1. Major Incident Management (MIM) Support the Major Incident Management process by gathering incident information, documenting timelines, and coordinating activities among resolver teams. Assist in assessing business impact and urgency of major incidents. Facilitate incident bridge calls and ensure accurate capture of actions, decisions, and updates. Communicate incident status and progress to stakeholders in accordance with agreed communication plans. Maintain major incident records and ensure all documentation is complete and accurate. Participate in post-incident reviews and capture lessons learned. Escalate incidents appropriately to ensure timely resolution and service restoration. Contribute to the development and maintenance of MIM procedures, knowledge articles, and process documentation. Review incident trends and identify candidates for Problem Management investigation. Support creation, tracking, and maintenance of Problem records and Known Errors. Assist with documenting and reviewing Root Cause Analysis (RCA) reports. Follow up on corrective and preventive actions to ensure closure within agreed timelines. Participate in Problem Review Board (PRB) meetings and document outcomes. Support knowledge-sharing activities to prevent recurrence of known issues. Monitor recurring incidents and escalate trends requiring further analysis. Maintain Problem Management reports and dashboards. 3. Change Management Review Change records for completeness, accuracy, approvals, implementation plans, and backout procedures. Perform routine audits of Change schedules for conflicts, risks, and compliance issues. Support Change Advisory Board (CAB) and Emergency CAB meetings through coordination, scheduling, and documentation. Conduct Post Implementation Reviews (PIRs) and capture improvement opportunities. Monitor and report on change success rates, failed changes, and unauthorized changes. Engage Problem Management for unauthorized or failed changes where required. Maintain Standard Change and Change Catalogue documentation. Communicate change schedules and related updates to stakeholders and suppliers. 4. Service Coordination & Process Governance Facilitate operational governance meetings including Daily Operations Reviews, CABs, PRBs, and service review forums. Monitor compliance with Incident, Major Incident, Problem, and Change Management processes. Generate and distribute operational reports, dashboards, and service performance metrics. Track SLA, XLA,