Major Incident Management Analyst

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 creative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. Enhancing people's lives through secure, reliable advanced technology.

Support Service Management transformation by analysing operational information, identifying improvement opportunities, developing practical automation and AI-enabled solutions, and assisting senior specialists with implementation. This role is intended for someone earlier in their career who has sound Service Management fundamentals, strong analytical ability, curiosity and the potential to develop into a transformation specialist.

Analysis and Improvement

Analyse incident, problem, change and service operational data to identify patterns, recurring issues and improvement opportunities.

Support proactive Problem Management and service-improvement activities.

Validate findings with Service Management practitioners, resolver teams and technical specialists.

Help quantify the expected and realised impact of improvements.

Identify repetitive manual activities that may be suitable for automation.

Use approved AI and productivity tools to accelerate analysis, reporting, documentation and operational activities.

Support development and testing of simple ServiceNow workflows, Power Automate solutions,



dashboards or similar automations.

Document use cases, testing results, controls and user guidance.

Service Management Delivery

Assist senior specialists with process assessments and transformation initiatives.

Maintain improvement actions, risks, decisions, dependencies and outcome tracking.

Help ensure that operational learning is converted into practical actions rather than reporting alone.

Work alongside Cloud, Infrastructure, Application, Platform and Engineering teams.

Learn how monitoring, events, logs, metrics and traces connect with

Service Management processes.

Support correlation of incidents with operational events, changes and technical data.

Escalate data-quality, tooling or process gaps to the relevant workstream owner.

Develop knowledge of AI, automation, Cloud, DevOps, SRE and observability concepts.

Create clear documentation and reusable analysis templates.

Experience And Skills

Approximately 2-5 years of experience in IT Operations, Service Management or a related discipline.

Working understanding of at least one area such as Incident, Major Incident, Problem or Change Management.

Strong Excel or equivalent data-analysis capability.

Ability to collaborate with Service Management and technical teams.

Exposure to ServiceNow, Jira or a comparable ITSM platform.





Basic understanding of Cloud or modern IT operations.

Exposure to Microsoft Copilot, Claude or equivalent AI tools.

Power BI or another visualisation platform.

Exposure to monitoring or observability tools.

ITIL Foundation or equivalent knowledge; Accurate analysis that leads to actionable improvement opportunities.

Assigned automation, dashboard or improvement tasks completed to agreed quality.

Demonstrated growth in Service Management, analytics and automation capability.

The role is not expected to arrive as a fully formed transformation consultant. The individual will work under guidance on larger initiatives while progressively taking ownership of analysis, automation and improvement deliverables. Coding and deep Cloud engineering expertise are not mandatory.

Unisys 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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [HIDDEN TEXT] .

📌 Technology Business Management Analyst (Bengaluru)
🏢 Unisys
📍 Bengaluru