Major Incident Coordinator - Bilingual

Provides Service Integration and Management (SIAM) support or acts as a service manager for internal client support and strategic partner engagements.

Security Integration and Management

• Responsible for the daily delivery of SIAM processes, including:
• Supporting collaborative work between vendors and Unisys teams.
• Monitoring tickets within service management tools, both Unisys's and vendors', based on integrity, quality objectives, etc.
• Working with Service Level Management (SLM) and reporting managers to ensure specific process objectives are reported and followed up on.
• Tracking process-related activities within each obligation record (Unisys's and vendors') and collecting key information / compliance evidence.
• Facilitating specific process meetings, when required (including ensuring specific inputs, outputs, and agenda have been created).
• Contributing to the development of any documentation related to specific process areas.

• Maintains SIAM procedural documents and related policies.
• Oversees vendor performance:
• Acting as an escalation point for any process-related issues under their responsibility.
• Attending performance reviews with vendors (as required) to review operational performance, including compliance with service levels and key performance indicators.

Service Management

• Leads a virtual team; defines and coordinates daily responsibilities for internal support and strategic partners.
• Ensures effective communication and coordination of problem resolution efforts among support teams, account teams, field service personnel, and clients.
• Compiles, analyzes, and reports statistical data and trends related to service level compliance and operational effectiveness.
• Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
• Establishes and leads a continuous service improvement program for ESM processes and vendor services within scope.
• Directs service delivery teams regarding policies, processes, and plans affecting service delivery performance within scope.
• Maintains account profiles and standard documentation within scope, including client-specific requirements.
• Trains and advises functional teams.
• Performs periodic random audits/reviews to determine the accuracy of provided data and verify compliance with client's ITIL processes and policies within scope.
• Participates in the creation of the SLM Document of Understanding (DOU) with strategic partners.
• Works closely with Service Management to proactively monitor SLA performance and take appropriate actions for internal support and strategic partners.

You will be successful in this role if you have:

BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and experience