What success looks like in this role:
•
- Lead the day-to-day Operations and Triage function, acting as the single operational entry point for incidents, requests and tasks.
- Assess, prioritise and assign work to the appropriate technical tower and capability level, minimising avoidable handoffs and delays.
- Maintain clear ownership and effective handovers throughout the ticket lifecycle across the Service Desk, technical towers and external providers.
- Monitor queue volumes, ageing, priorities and SLAs; identify emerging risks and coordinate corrective action.
- Coordinate operational escalations and major/service-impacting incidents through to resolution, tracking actions and communication.
- Apply consistent ITIL-aligned Incident, Request, Change and Escalation Management practices.
- Validate that completed work meets agreed quality and documentation standards before closure.
- Work with technical SMEs to improve triage guidance, knowledge content and escalation pathways; promote cross-skilling and knowledge transfer.
- Support capacity planning, onboarding, recruitment/EOI activity and capability development for the Operations and Triage function.
- Provide reporting on service performance, workload, risks and outstanding actions; contribute to service reviews and continual improvement.
- Support the Endpoint Services Manager with transition milestones, operational planning and customer engagement.
You will be successful in this role if you have:
BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience
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.
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.
Skills Required
- BA or BS degree, or an equivalent combination of education and experience
- 4-6 years of relevant experience, or equivalent combination of education and experience
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
-
Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
-
Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
-
Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most 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. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
