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 meetings for major incidents, ensuring a seamless and highly collaborative environment.
* Takes charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution.
* Provides timely, meaningful communications to customers and senior stakeholders.
Problem Management
* Performing post incident reviews, and creating / distributing reports, following critical incidents
* Reviewing and documenting RCA details for Internal support and
* Managing and tracking corrective actions to completion and reporting on progress and outcome to the customer.
* Facilitates process-related meetings including the Problem Review Board
General
* Maintains high standards in written and spoken communication and during formal presentations.
* Generates and reports on progress against continuous service improvement initiatives.
* Identifies potential process improvements and makes appropriate recommendations, including if any project initiatives are required to address these.
* Interfaces with internal resources, clients and/or third-party vendors to manage ITSM processes.
* Takes appropriate actions to correct in-scope processes (Service Levels, XLA and/or operational levels) and compliance issues for Regular Clients and Strategic Partners.
You will be successful in this role if you have:
Required Skills
* ITIL 4 Foundation or higher
* Experience in Major Incident and Problem Management
Mandatory Requirements
Minimum NV1 and willingness to submit to NV2 clearance (Australian citizenship and residency are required to meet security clearance requirements)
#LI-NV1
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