Incident Lifecycle Management (ILCM) at Unisys - UK

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

28 Feb, 26

Salary

0.0

Posted On

30 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL Framework, Service Desk, Service Delivery Management, Enterprise Computing, Program Management, Analytical Skills, Customer Communication, SLA Management, MS SQL, MS Access, Minitab, MS Excel, SOP Documentation, Interpersonal Skills, Presentation Skills

Industry

IT Services and IT Consulting

Description

What success looks like in this role: Role Purpose: Reduce long running backlog tickets for Incidents & Service requests Follow up to reduce long running tickets for Incidents & Service requests aging Trend analysis to provide visibility to Ticket SLA and MTTR status by resolver/ geography / Business Unit and other relevant segmentation factors. Key Responsibilities/Outcomes: Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels. Reduce backlog of long running tickets Drive the end-to-end support organization to adhere to agreed service levels for incident resolution Identify and collaborate with teams/resolver groups which carry ticket backlogs Provide an escalation mechanism for structural misses of SLAs. Daily governance on open ticket management You will be successful in this role if you have: Key Qualifications: Experience & knowledge of ITIL Framework Min 2-4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management Complete understanding and application of IT Infrastructure support and industry best practices. Core Competencies: Excellent Analytical skills Effective Customer Communication Experience in SLA based environment. Exposure to ITIL based work environment. Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial Advance MS Excel skills Understanding of service desk environment and its day-to-day operations Ability to document SOPs/Technical documents An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions Good interpersonal and Presentation Skills 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. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. 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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here. Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity

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Responsibilities

Manage the end-to-end life cycle of incidents and service requests, ensuring effective handoffs between teams and monitoring performance. Focus on reducing the backlog of long-running tickets and driving adherence to service levels for incident resolution.