What success looks like in this role:

Manage and/or provide high quality and excellent technical maintenance, administration and monitoring of systems.  Proactively identify, isolate and resolve technology problems to avoid minimal impact to the business.Management of Issue/Problem lifecycle:  Escalate incidents and problems to the appropriate parties via regional governance model, ensure timely resolution of items, manage customer expectations and effectively communicate with end users and stakeholders as needed.  In addition, manage queues of “out-of-scope” tickets and ensure resolution via governance model.Work with 3rd party vendor and/or directly with end user to resolve specific hardware and software issues.Provide client assistance promptly and professionally to ensure customer satisfaction. Use proper departmental procedures, problem resolution and escalation.  Analyze and support issues including MS Office suite, Active Directory, MS Windows clustering, MS SQL Server, MS Windows Server 2008/2012. Incident Management: Monitors and, where needed, facilitates service provider performance towards local OpCo while ensuring processes are followed in / for local OpCo.Ticket handling: Maintain and organize IT Ticketing systems for ticket management and escalation.Escalation: Point of contact for support ticket escalation for the IT Department.Monitor, review, and report infrastructure security vulnerabilities through global reporting tool.Asset Management: Monitors and, where needed, facilitates service provider performance towards local OpCo. Ensures processes are followed in / for local OpCo and cascades the information to the business as needed. Owns and manages the budget for end-user hardware.Coordination and orchestration of complex service requests:  Gather relevant facts and align with the appropriate parties to ensure timely and complete resolution.

Critical Skills:      

Understand the impact of incidents, projects, and events on existing deliverables and communicate the impact effectively.Able to anticipate problems and issues, and effectively resolve them via the SDO proactively.Must be extremely organized and priority driven. Able to manage multiple tasks and competing priorities and resources effectively.Communicate effectively in written and oral form with peers, senior team members, and internal or external customers.Understand the use of technology and how its implementation affects business goals.Hands-on technical background a plus.Must have a continuous improvement mindset and able to think strategically with regards to reducing costs to the company without compromising service levels.

Functional Competencies:

Quality ManagementSecurity & Information Risk ManagementSolution DeploymentClient ManagementService OperationsService ImprovementSupplier Service ManagementThinks GloballyFosters CollaborationEngages & Inspires OthersDrives to WinContinuous Improvement

LOCATION:

White Plains Office Based. 5 days a week in the office with some flexibility of working remote. 5% - 15% travelling Domestic and/or international.

You will be successful in this role if you have:

Key Competencies:

Be BraveDecide & DoHunt as a PackTake it Personally

Background / Experiences:             

Bachelor’s Degree in Computer Science or similar IT Certifications requiredMust have 5+ years of experience in managing outsourced technology service for a distributed and large-scale organizationITIL certification a major plus

Benefits Blurb:

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

Video Interview Blurb:

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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This role may require access to export-controlled commodities and technology.  Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.