Major Incident and Problem Management
1 week ago
What success looks like in this role:
Job Title: Major Incident and Problem Management - Service Management Analyst 2
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 .
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.Responsibilities:
Creating Problem Requests, coordinating Problem Investigation and facilitate resolution activities. Identifying trends and potential problem source Identifying Incidents requiring a Problem Request Ensures that the Problems for which he/she is responsible progress through the Problem Management process in a timely and prioritized fashion Ensures that the information entered in the Problem investigations and known errors that they manage is accurate and complete Follow Help File, Knowledge Mgmt and Solutions processes and best practices to create, modify information identified through the Problem Management process Periodically reviews their problem investigations for which a practical solution could not be found Verifies solutions and closes the known errors and problem investigations that they manage Communicates with and provides status updates to client Reporting and trend analysis Escalate Problem Requests as needed Accountable for the resolution of the Problem Request Assist with handling of major incidents and identification of Root Cause Understand Unisys and Client infrastructure policies Enforce compliance of the Problem Management policy with Support Staff Make recommendations for improving the process, procedures and Problem Management application.#LI-RB1
You will be successful in this role if you have:
Skills, Experience & Qualifications:
4 years of IT experience ITIL knowledge and foundation certification Excellent verbal and written communication skills Multitasking and coordination skills Excellent Knowledge and experience in Process of Problem Management Ability to interpret and enforce the defined standard process Ability to co-ordinate work between teams across geographies Well versant with technology (understanding of networks, monitoring, DBMS, Windows) Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) Knowledge of Service now preferredUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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