Summary: /n 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. /n Key Responsibilities: /n • Provides higher level support for MIM or senior level service coordination within an assigned client base as described below. /n Major Incident Management:

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- Serves as the primary contact for inquiries and concerns related to MIM process for easy and moderately complex clients.

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- Leads quality assurance initiatives and drives major incident process improvements.

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- Provides training sessions to elevate the skills and proficiencies of the entire team

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- Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment.

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- Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.

/n /n Service Coordination / Management:

- /n • Performs routine service management duties, including: /n (a)



Monitoring Changes for completeness for internal support /n (b) Performing post implementation reviews /n (c) Reviewing and documenting RCA details for Internal support and Performing Standard Change catalogue /n (d)problem trending, and Service Request catalogue analysis. /n /n
- Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners.

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- Maintains high standards in written and spoken communication and during formal presentations.

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- Generates and reports on progress against continuous service improvement initiatives.

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- Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these.

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- Interfaces with internal resources, clients and/or third-party vendors to manage ESM processes daily.

/n /n • Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners. /n Key Qualifications: /n BA/BS degree and 4-6 years' relevant experience OR equivalent combination of education and experience

📌 Information Technology Service Management Analyst (Bengaluru)
🏢 Quess Corp
📍 Bengaluru