MIM, Problem, Change Management Advisor - Associate Principal Service Management

What success looks like in this role: Job Title: MIM, Problem, Change Management Advisor - 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. Position 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. Key Responsibilities Major Incident Management Provide command-and-control leadership during major incidents to ensure rapid service restoration and minimal business impact Lead and facilitate major incident bridge calls, driving coordination, accountability, and clear direction across resolver teams Own end-to-end incident governance, including impact validation, escalation management, and decision-making Coordinate cross-functional technical teams to drive timely resolution of incidents Deliver clear, timely, and audience-appropriate communications to stakeholders, including executive updates Ensure accurate documentation of all incident activities, actions, decisions, and timelines within the ITSM tool Maintain ownership of incident progression, ensuring adherence to process, SLAs, and operational standards Proactively escalate risks, delays, or gaps to appropriate leadership levels Drive post-incident reviews, ensuring root cause identification and follow-up actions are completed Identify and implement continuous improvement opportunities to strengthen incident response and reduce recurrence Service Management • Leads a virtual team; defines, and coordinates day-to-day responsibilities for Internal Support and Strategic Partners. • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients. • Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.