**What success looks like in this role**: Senior service management analyst is re sponsible for overseeing and analyzing the performance of Major Incident Management process and service operations. P lay s an important role in meeting service level agreements and achieving a high level of customer satisfaction. - Serves as the primary contact for inquiries and concerns related to Major Incident Management process for simple to moderate ly complex clients - Leads bridge meetings for major incidents, ensuring a seamless and highly collaborative environment. Take s charge to guarantee that each meeting is a well-coordinated effort towards quick incident resolution - Maintain s high standards of communication when sending updates to client management - Deliver s regular reports and activity updates to client and management w ith transparency and clarity - Ensures that the incident hygiene is maintained at high level - Manage s client relationships with a focus on adhering to contractual service support requirements - Lead s quality assurance initiatives and drive s process improvements that meet industry standards - Conduct s impactful documentation training sessions to elevate the skills and proficiency of the entire team **Please not that this role requires work on weekends**: LI-SA1 **You will be successful in this role if you have**: - Bachelor's Degree and a minimum of 4 years of relevant experience - Certifications - Required: ITIL v4 Foundation - Desired: ITIL v4 Managing Professional (MP) - Experience with ITL and other service management methodologies - Ability to handle work alone with mínimal direction - A good understanding of process KPIs and ability to report on them - Excellent communication skills in English LI-SA1 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.