What success looks like in this role:
What Success Looks Like In This Role:
Sr. Engineer Service Management provides higher 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.
Service Coordination / Management
• Performs routine service management duties, including:
o Monitoring Changes for completeness for internal support,
o Performing post implementation reviews,
o Reviewing and documenting RCA details for Internal support and
o Performing Standard Change catalogue, problem trending,
and Service Request catalogue analysis.
• Facilitates process related meetings such as Daily Operations, Change Advisory Board, Problem Review Board, etc. for Regular Clients and Strategic Partners.
• 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 ESM processes daily.
• 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:
• BA/BS degree and 4-6 years relevant experience o
📌 Sr. Engineer Service Management (México)
🏢 Unisys
📍 México
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