Support Engineer 2 - Service Manager

Responsibilities:

• Raising Incidents and managing Incidents – Ensuring closure within SLA.

• Performing periodic reviews of the Cases and working with customer and internal teams to get the incidents resolved.

• Planning and executing Release and Change management processes.

• Ensuring the team meets Problem Management Objectives.

• Preparing monthly reviews for customer.

• Assisting delivery teams in compliance with Blue Yonder Global Delivery Processes.

• Drafting process documents and maintaining the documents.

• Suggesting changes to existing practices.

• Governing and Reviewing the correctness and accuracy of process execution.

• Preparing reports as per defined frequency in scope.

• Identifying and initiating improvement projects on the business requirements.

Desired skills and experience:

• Minimum of 2 years’ experience in Service Management role.

• Minimum of 3 – 6 years’ experience in a service delivery organization or in technical leadership role, expert in managing, evaluating performance, SLAs, OLAs, etc.

• Thorough knowledge of Change, Incident and Problem Management Lifecycle end to end, process execution, key metrics, performance improvement plans. Worked in the core Infrastructure cloud-based services environment.

• Experience handling calls, chairing meetings, helping delivery teams in determining the cause, fixing and monitoring the reoccurrence of the problem.

• Expert in developing and maintaining problem and error control systems.

• Demonstrable ITIL process execution and knowledge of all disciplines.

• Creative thinking to create ideas, designs, approaches to convey messaging in the most effective and engaging way.

• Must be ITIL Foundation certified and have good knowledge of Lean Six Sigma Methodologies.

• Excellent verbal and written communication skills.

Primary Skillset:

• Incident Management.

• Problem Management.

• Change Management.

• Knowledge Management.

• Performance Management.

• Process Enhancement /Transformation.

• Training & Development.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.