Major Incident Management Analyst - Engineer Service Management at Unisys in Bangalore, KA, India

Job description

• Job Title: Major Incident Management Analyst - Engineer Service Management
• Location: Bangalore
• 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.

Responsibilities

• Major Incident Management (MIM)
• Provide operational support for Major Incident Management activities across assigned accounts.
• Coordinate Major Incident bridge calls and engage technical resolver teams to expedite service restoration.
• Gather, validate, and document incident details, business impact, affected services, and timelines.
• Ensure timely stakeholder communications during incident lifecycle including identification, escalation, recovery, and closure.
• Track incident progress, action items, and ownership to maintain momentum toward resolution.
• Assist in conducting post-incident reviews and documenting root cause analysis (RCA).
• Ensure MIM documentation, communication templates, and knowledge repositories are maintained and updated.
• Monitor compliance with MIM process requirements and escalation procedures.
• Identify recurring incident trends and collaborate with Problem Management for long-term remediation.

Requirements

• Any degree and 2-4 years’ relevant experience OR equivalent combination of education and experience

Skills

Required

• ITIL based service support
• Major Incident Management
• Incident management
• Problem management
• Request management
• Change management
• Stakeholder communication
• Root cause analysis (RCA)
• Documentation