Assoc Eng Svc Mgmt

What success looks like in this role:

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, Major Incident Management, problem management, request management, change management and service level 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).

Key Responsibilities

• Provides support for MIM processes and engages with colleagues to coordinate service activities including:
  • Gathering information about the incident,
  • Assisting with assessing the business impact,
  • Documenting the root cause of the incident,
  • Coordinating with resolver teams and
  • Communicating with stakeholders throughout the resolution process.
• Contributes to the development and maintenance of MIM documentation.
• Participates in and/or facilitates process related meetings for engagements.

You will be successful in this role if you have:

• Key Technical areas of Expertise:

• Strong verbal and written communication skills.

• 2+ years working experience in IT Services Industry
• ITIL V3 foundation is desired (ITIL certification is advantageous)
• Ability to take on- call activities on a rotating basis 

• Baseline Security Clearance

• Desired skills:

• Excellent communication, organizational and time management skills
• Ability to coordinate and drive conference calls
• Exceptionally persistent and resilient under pressure.
• Ability to manage diverse concurrent tasks while maintaining a comprehensive overview.
• Organizationally sensitive, proven track record of developing and maintaining good working relationships with clients and internal work groups
• Ability to take on- call activities on a rotating basis 

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, 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.