Job Description

What success looks like in this role:

Job Summary

Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, focusing on incident, major incident, and problem management with a focus on improving overall service quality. Coordinates technical resources and potentially client and client partners to facilitate compliance with service quality commitments.

Key Responsibilities

Provides high 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 meeting...

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