Major Incident Management - Engineer Service Management
Unisys (company site, opens in a new tab)2–4 yrsBengaluruOn-siteDirect career pageEst. 6–10 LPA
Posted 17h ago
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Job description
Structured overview of role & requirements
About This Role
- Oversee and facilitate Major Incident Management following ITIL service support processes, including incident capture, business impact assessment, root cause documentation, coordination with resolver teams, and stakeholder communication during resolution.
- Manage routine service coordination activities such as generating reports, monitoring change management, performing post-implementation reviews, problem management engagement, and conducting process-related meetings (e.g., Daily operations, CAB, Problem Review Board).
- Ensure compliance with service levels and process standards, maintain ITIL documentation per contractual requirements, provide training and mentoring on process guidelines, and participate in governance and auditing activities.
Minimum Requirements
- Any degree from a recognized institution.
- 2-4 years of relevant experience in IT service management or equivalent combination of education and experience.
- Experience with ITIL based service support processes including incident, major incident, problem, request, and change management.
- Location requirement: Bangalore, India.
Ideal Candidate Profile
- Experience operating within structured IT service management environments with strong familiarity of ITIL processes and governance.
- Ability to manage multi-stakeholder communications involving clients, internal teams, and suppliers during major incident resolution.
- Proven track record of maintaining process compliance, conducting audits and post-implementation reviews, and delivering service quality improvement initiatives.