Major Incident, Problem and Change Management - Engineer Service Management

Overview

Engineer Service Management role overseeing ITIL-based service support, focusing on incident (including major incident), problem, and change management to improve service quality.

What you'll do

• Support Major Incident Management by gathering incident information, documenting timelines, and coordinating resolver teams.
• Facilitate incident bridge calls and ensure accurate capture of actions and updates.
• Review and manage problem and known error records, including RCA documentation and corrective action follow-ups.
• Review change records for completeness, approvals, implementation plans, and backout procedures; support CAB and Emergency CAB.
• Facilitate service coordination and governance meetings and monitor compliance across processes.
• Identify process improvements across incident, problem, and change practices and track progress.

What you'll need

• Have an any degree qualification plus 2-4 years of relevant experience (or equivalent education and experience).
• Promote adherence to ITIL and Unisys SMO standards.
• Maintain accurate major incident and problem documentation and records.
• Ensure stakeholder communications during operational reviews and incidents.
• Maintain standard change and change catalogue documentation.

Details

• Location: Bangalore, KA, India.