What success looks like in this role:
Job Title: Major Incident Management -Service Management Rep 1
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:
Resolves and analyzes more complex technical or process items in a call center/help desk/data center environment. Uses expertise in customer service, IT Service Management, and technical knowledge gained from prior experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. May diagnose, identify, isolate and analyze trends and problems utilizing historical database records. May support one or more areas such as request management, problem management, asset management, knowledge management, reporting, and incident management.
Key Responsibilities/Outcomes
• Co-ordinate the Major Incident Management process for specific or multiple clients. Includes analysis of information received and work allocation and execution of the functions of Major Incident Management
•Coordinate & manage Change end to end.
•Quality assurance including continuous improvement, process change and documentation, process/procedure training.
•Interface with internal resources, others and/or clients to manage the Major Incident / Change Management processes on a day-to-day basis.
•Coordinate activities across technical teams and follow up to ensure that Major Incident / Change Management activities are completed.
•Provide the customer, or the Unisys client interface, with accurate information whether over the phone, in person or in writing.
•Ensure requests are executed within agreed deadlines in line with the Customer Service Level Agreement.
•Ensure effective communication towards fellow team members in terms of daily team work, sharing information, sharing workload.
•Ensure the client is kept continuously and proactively informed on the progress of the submitted requests and that client relationship is developed and maintained.
•Understand the requests and their applications.
•Ensure that any revealed process gap or improvement ideas are escalated to the Team Leader or Service Manager.
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You will be successful in this role if you have:
Key Qualifications
•Requires a high School degree and a minimum of 1 years of experience of working in a call center/help desk environment.
•Excellent written and oral communication skills, capable of effectively interacting with individuals in a broad range of situations
•Being able to communicate effectively with different functions and levels within the organization and the customer
•Excellent organizational and coordinating skills; very good time management and prioritization skills
•Good Analytical skills
•ITIL Foundation V3 certification
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.