Job details
Job type full-time
Full job description
We believe in better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the worldEnhancing people’s lives through secure, reliable advanced technology is our vision.
At unisys, we believe in better! here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutionsYou are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and workOur success is a direct result of the work of our people who live and breathe our core beliefs Simply put, we believe in better livesJoin us!
Learn more about unisys and our key solution offerings: unisys , stealth™ , cloudforte® , inteliserve™
What success looks like in this role:
Job title: asset and configuration management - service management analyst 2
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 earthUnisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computingUnisys builds better outcomes securely for its clients across the government, financial services and commercial marketsFor more information, visit www.unisys.com .
Our vision: enhancing people’s lives through secure, reliable advanced technology.
Our core 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 and / or technical account management in the coordination of configuration management, hardware asset management and software asset management practices.
Responsibilities include the management and oversight of service delivery processes and service level management as well as resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (helping with resource units / invoicing data) to strategic (global account management strategies).
Responsibilities:
Provides point of contact for process related questions or issues and facilitates process related meetings such as weekly asset & configuration management
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 quality and service level reports and explains service level support available to internal or external customers
Facilitates unisys standard processes for itil core functions for configuration mgmt, hardware asset mgmt and software asset mgmt
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 asset & configuration team resolver group members to ensure compliance with process guidelines
Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand sla`s 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 xla (csat), sla, performance and report on them accurately.
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You will be successful in this role if you have:
Skills, experience & qualifications:
Understands and applies principles, concepts, theories, technologies and standards of professional field
Develops and applies specialized knowledge within own discipline
Deepens knowledge through exposure to new assignments and continuous learning
Knowledge of related industry considerations
Good working knowledge and demonstrated ability utilizing systems, tools and procedures to accomplish jobs
Builds deeper understanding of processes, procedures, customers and organization
Assists program or process development and implementation
Coordinates activities and processes
Applies research, information gathering and analytical and interpretation skills to problems of diverse scope
Develops solutions to a variety of problems of moderate complexity
Screens, categorizes, evaluates, reconciles, reports and resolves data integrity issues
Interprets generally defined practices and methods
Recognizes and acts on inconsistencies in data or results and escalates unusual problems
Identifies issues beyond stated situation
Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions
Regularly exercises discretion and independent judgment on business matters
Involved with local or business specific engagement initiatives in support of broader programs
Works under general direction
Work is guided by objectives of the area or assignment
Refers to established policies and precedents as needed
Applies discretion and independent judgment to identify when deviation from standard practice is required without prior approval
May set project timeframes and priorities based on project objectives and ongoing assignments
Assumes responsibility to improve service, efficiency and quality of work
When assigned to a customer team, actively participates on small to medium sized project teams in support of customer deliverables
Contributes to area by ensuring quality of output
Contributes to the completion of milestones associated with specific projects or activities within own area
Establishes working relationships with others outside area of expertise
Applies knowledge and understanding of customer needs and other internal/external contacts
Job duty differentiators
Assigned to basic service delivery processes and associated projects
May participate in continuous improvement activities in support of customer or internal business processes
Provides resolutions to an assortment of customer problems and/or requests
Acts as point of escalation to resolve customer issues or concerns
Regular direct interaction with customer and end-users
Skills
Basic understanding of itil v3 & v4 processes and principles
Good verbal and written communication skills
Hiring insights
Job activity
Posted 21 days ago
