Problem Management-Service mangement Analyst 1

Problem Management-Service mangement Analyst 1

Unisys India Private Limited
Bengaluru / Bangalore India
5-8 years
Not Specified

Job Description


Job Description :
We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people\u2019s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better!\u00A0 Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients\u2019 successes while giving back to communities and making this world a safer and more secure place to live and work. \u00A0Our success is a direct result of the work of our people who live and breathe our .\u00A0Simply put, we believe in better lives.\u00A0 Join us!
Learn more about Unisys and our key solution offerings: , , ,\u00A0
What success looks like in this role:
Skills \u2013
\u2022 Advanced understanding of ITIL V3 processes and principles.
\u2022 Advanced verbal and written communication skills.
\u2022 Advanced ability to create and document processes.
\u2022 Ability to lead and influence cross-functional teams.
Competencies \u2013
\u2022 Conflict resolution.
\u2022 Relationship management
\u2022 Facilitation.
\u2022 Executive presentation.
  • Summary \u2013

Oversees, facilitates, and administers ITIL based service support and/or technical account management in the coordination of incident ownership and customer account management on a 24x7 basis. Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).
Job Description \u2013
\u2022 Provides point of contact for process related questions or issues and facilitates process related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc.
\u2022 Ensures contractual service support requirements are understood and managed.
\u2022 Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
\u2022 Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
\u2022 Presents operational and service level reports and explains service level support available to internal or external customers.\u00A0
\u2022 Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, SLM etc\u00A0
\u2022 Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
\u2022 Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
\u2022 Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines
\u2022 Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand SLA's and how they contribute to client service expectations
\u2022 Reviews trend analysis to conduct Problem Management and eliminate reoccurring issues
\u2022 Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately
You will be successful in this role if you have:
Key Qualifications
\u2022 Bachelor\u2019s Degree and a minimum of 5 years + experience with Service Management process (MIM, PM, CM & SLM)5 years. Core Competency Problem Management
\u2022 Solid understanding of ITIL V3 processes and principals.
\u2022 Solid verbal and written communication skills.
\u2022 Solid ability to create and document processes.

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