Major Incident Manager

What success looks like in this role:

Job Title: Major Incident Management - Associate Principal Service Management

Location: Bangalore

Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.

Our Vision: Enhancing people’s lives through secure, reliable advanced technology.

OurCore Beliefs:

• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients’ success is our success.
• Integrity: We act ethically and honestly.

Position Overview:

Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.

Role Purpose

The Major Incident Manager is responsible for leading and coordinating the restoration of critical business services during Priority 1 and other high-impact incidents. The role serves as the central point of coordination across technical resolver groups, vendors, service providers, and business stakeholders to ensure rapid service restoration while maintaining effective communication and governance throughout the incident lifecycle.

The Major Incident Manager drives incident bridge management, executive communications, escalation management, stakeholder coordination, service governance, and post-incident review activities.

Key Responsibilities

Major Incident Leadership

• Take ownership of Major Incidents from declaration through service restoration.
• Lead incident bridges and virtual war rooms during high-priority outages.
• Coordinate cross-functional technical teams during service disruptions.
• Ensure timely involvement of appropriate support teams and stakeholders.
• Drive restoration activities to minimize business impact and service downtime.

Incident Coordination and Governance

• Facilitate incident triage and severity assessment.
• Manage escalation processes across internal and external support groups.
• Coordinate activities among resolver teams, vendors, and third-party providers.
• Ensure incident governance processes are followed consistently.
• Maintain control of incident timelines, actions, and decision points.

Stakeholder Communications

• Provide timely communications to operational, business, and leadership stakeholders.
• Deliver clear and concise status updates during active incidents.
• Manage customer-facing communication streams when required.
• Ensure stakeholders remain informed of progress, risks, and estimated restoration timelines.

Service Restoration Management

• Monitor progress of restoration activities.
• Drive accountability across support teams.
• Identify and remove blockers affecting incident resolution.
• Escalate critical risks and delays appropriately.
• Coordinate implementation of emergency recovery actions when required.

Major Incident Process Management

• Ensure compliance with Major Incident Management processes and procedures.
• Support continuous improvement of incident handling practices.
• Monitor adherence to service level commitments and escalation requirements.
• Maintain incident records and documentation.

Post Incident Review Support

• Facilitate collection of incident timelines and action records.
• Support Post Incident Review (PIR) activities.
• Document lessons learned and improvement opportunities.
• Provide inputs to Problem Management for root cause investigation and prevention activities.
• Track follow-up actions resulting from major incidents.

Change and Problem Coordination

• Coordinate emergency change activity required to restore services.
• Work closely with Change Management and Problem Management teams.
• Support impact assessments and risk evaluations during restoration activities.
• Ensure appropriate stakeholder approvals are obtained when required.

Service Governance and Leadership

• Provide leadership oversight for the Major Incident Management function and ensure alignment with agreed service governance standards.
• Act as the escalation point for critical service disruptions and major business-impacting incidents.
• Drive adherence to Major Incident Management policies, procedures, and operational controls.
• Participate in service reviews, operational governance forums, and continuous improvement initiatives.
• Build strong partnerships across technical resolver teams, service delivery organizations, business stakeholders, suppliers, and leadership teams.
• Identify recurring operational risks and recommend proactive actions to improve service stability and resilience.
• Support the development and mentoring of Major Incident Management team members and promote operational best practices.
• Contribute to service reporting, trend analysis, operational reviews, and service improvement planning.

Service Reporting and Analytics

• Produce incident reports and operational metrics.
• Track trends relating to recurring incidents and service impacts.
• Identify opportunities for process improvement and risk reduction.
• Contribute to management reporting and service review activities.

Required Knowledge and Experience

Major Incident Management

• Experience managing Priority 1 and Critical incidents.
• Strong understanding of Major Incident Management processes.
• Experience coordinating technical support teams in high-pressure environments.
• Experience managing bridge calls and executive stakeholder communications.

Service Management

• Strong understanding of IT Service Management principles.
• Working knowledge of:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Level Management
  • Request Management
• ITIL certification or equivalent Service Management experience preferred.

Technical Awareness

• Broad understanding of enterprise infrastructure, cloud, workplace, network, and application environments.
• Ability to engage effectively with technical resolver teams.
• Understanding of service dependencies and business impact assessment.

Communication and Leadership

• Strong verbal and written communication skills.
• Ability to manage executive stakeholder communications.
• Excellent coordination and facilitation skills.
• Ability to maintain control during high-pressure situations.
• Strong decision-making and prioritization capability.

Analytical Skills

• Ability to assess incident impact and business risk.
• Strong problem-solving capabilities.
• Ability to interpret operational metrics and trends.
• Experience developing improvement recommendations.

You will be successful in this role if you have:

Any degree and 6-8 years’ relevant experience OR equivalent combination of education and experience

• Global delivery environment.
• 24x7 operational support environment.
• ServiceNow ITSM.
• Managed services environment.
• Follow-the-sun operational model.
• Customer-facing service management operations.
• Experience working within enterprise IT operations, infrastructure, cloud, digital workplace, or application support environments.

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

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.