What success looks like in this role:
Job Title: Major Incident and Problem Management - Service Management Analyst 3
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:
Position Overview:
Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, Major Incident Management, problem management, request management, change management and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).
Key Responsibilities/Outcomes
• Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.
• Ensures contractual service support requirements are understood and managed.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Presents operational and service level reports and explains service level support available to internal or external customers.
• Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc
• Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
• Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines
• Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations
• Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues
• Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately
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You will be successful in this role if you have:
Key Qualifications
• Bachelor’s Degree and a minimum of 2 years of relevant experience or equivalent combination of education and work experience.
• Basic understanding of ITIL V3 processes and principals.
• Basic verbal and written communication skills.
• Non Customer Facing
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.