Job Description Summary:

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:

• Provides higher level support for MIM or senior level service coordination within an assigned client base as described below.

Major Incident Management:-

• Serves 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 / Management:-

• Performs routine service management duties, including:

(a) Monitoring Changes for completeness for internal support

(b) Performing post implementation reviews

(c) Reviewing and documenting RCA details for Internal support and Performing Standard Change catalogue

(d)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.

Key Qualifications:

BA/BS degree and 4-6 years relevant experience OR equivalent combination of education and experience

Information Technology Service Management Analyst