Service Management Analyst 3 Jobs in Unisys - Bangalore

Job Description

Responsibilities:

• Provides point of contact for process-related questions or issues and facilitates process-related meetings such as Daily operations, Change Advisory Board, Problem Review Board, etc. • Ensures contractual service support requirements are understood and managed.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Presents operational and service level reports and explains service level support available to internal or external customers.
• Facilitates Unisys standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc
• Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
• Review incident, problem, change and request aging and work with resolver group members to ensure compliance with process guidelines
• Conducts workshops as required to identify, assess and address process deficiencies, ensure a common understanding of process intention and operation, and ensure organization and individual associates understand SLAs and how they contribute to client service expectations
• Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues
• Works closely with Service Delivery Managers to proactively monitor SLA performance and report on them accurately

Skills/ Qualifications:

Skills, Experience & Qualifications:

• Bachelor’s Degree and a minimum of 2 years of relevant experience or equivalent combination of education and work experience.
• Basic understanding of ITIL V3 (V4 preferable) processes and principals.
• Advanced English verbal and written communication skills.
• Non Customer Facing.