服务管理高级工程师
Sr. Engineer Service Management
职位：高级工程师服务管理提供在下面描述的指定的客户群中更高水平的支持或高级级服务协调。主要事件管理 · 为简单和中等复杂的客户提供有关 MIM 过程的问题和关注的主要联系方式。•领导质量保证倡议，推动重大事故流程改进。•为整个团队提高技能和熟练度提供培训课程。•负责大型事件的桥梁会议，确保一个无且高度协作环境。• 负责确保每次会议都是迅速解决事件的协调努力。服务协调/管理 • 执行日常服务管理职责，包括：o 监测内部支持完整性变化，o 进行后实施审查，o 对内部支持 RCA 详细信息进行审查和记录，o 执行标准变化目录，问题趋势和服务请求目录分析。• 为常规客户和战略合作伙伴提供便利日期运营，变更咨询委员会，问题评估委员会等相关过程会议。• 在书面和口头沟通以及在正式演讲中保持高标准。• 关于持续服务改进倡议的进展生成并报告。• 确定潜在的流程改善，并提出适当建议，包括是否需要任何项目举措来解决这些问题。• 与内部资源，客户和/或第三方供应商进行日常管理 ESM 进程。• 对常规客户和战略合作伙伴进行范围内的流程 （服务水平，XLA 和/或运营水平）和合规性问题的纠正采取适当行动。你将成功地担任这一职位，如果：·BA/BS 学位和4-6年相关经验或教育与经验的相等组合 •流利英语 •ITIL 3或 4认证单位自豪地成为一个平等机会雇主，不论年龄，姓氏，国籍，颜色，残疾，家庭病史，家族状况，种族，性别，性别表达，性别身份，遗传信息，婚姻状况，国家起源，父母状况，怀孕，种族，宗教，性质，性取向，转性别状态，兽医
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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 or equivalent combination of education and experience
• Fluent English
• ITIL 3 or 4 Certification
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 or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’EEO commitment here.
You will be successful in this role if you have:
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 or equivalent combination of education and experience
• Fluent English
• ITIL 3 or 4 Certification
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 or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’EEO commitment here.
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 or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
Originally posted on Himalayas