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What success looks like in this role: What Success Looks Like In This Role:Sr. Engineer Service Management provides higher level support for MIM or senior level service coordination within an assigned client base as described below.Major Incident ManagementServes as the primary contact for inquiries and concerns related to MIM process for simple and moderately complex clients.Leads quality assurance initiatives and drives major incident process improvements.Provides training sessions to elevate the skills and proficiencies of the entire team.Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment.Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.Service Coordination / ManagementPerforms routine service management duties, including:Monitoring Changes for completeness for internal support,Performing post implementation reviews,Reviewing and documenting RCA details for Internal support andPerforming Standard Change catalogue, problem trending, and Service Request catalogue analysis.Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners.Maintains high standards in written and spoken communication and during formal presentations.Generates and reports on progress against continuous service improvement initiatives.Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these.Interfaces with internal resources, clients and/or third-party vendors to manage ESM processes daily.Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.You will be successful in this role if you have:BA/BS degree and 4-6 years relevant experience or equivalent combination of education and experienceFluent EnglishITIL 3 or 4 CertificationAbout UsUnisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.
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