Support Engineer 1 - Service Manager/Major Incident Manager, ITIL, Problem Manager

Blue Yonder Title

• Support Engineer 1 - Cloud
  

Overview

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a Supply chain background with the additional ability to be part of the customer success team to implement and support the implementation of the project, and deep knowledge of industry best practices, with the ability to implement them working with multiple cross functional teams
  

Scope

Service Manager is key during a major incident lifecycle. Expectation from the role is to ensure all the Cloud related activities are completed by the respective Cross functional teams in the timely fashion to support the implementation teams. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.

What You’ll Do

Raising Incidents and managing Incidents – Ensuring closure within SLALeading Bridge Calls is very importantPerforming periodic reviews of the Cases and working with customer and internal teams to get the incidents resolvedPlanning and executing Release and Change management processesEnsuring the team meets Problem Management ObjectivesPreparing monthly reviews for customerAssisting delivery teams in compliance with Blue Yonder Global Delivery ProcessesDrafting process documents and maintaining the documentsSuggesting changes to existing practicesGoverning and Reviewing the correctness and accuracy of process executionPreparing reports as per defined frequency in scopeIdentifying and initiating improvement projects on the business requirements

What We Are Looking For

2 - 3 years’ experience in Service Management/ major incident manager roleMinimum of 3 – 4 years’ experience in a service delivery organization or in technical leadership role. expert in managing, evaluating performances, SLAs, OLAs etc.Thorough knowledge of Change, Incident and Problem Management Lifecyle end to end, process execution, key metrics, performance improvement plans. Worked in the core Infrastructure cloud-based services environmentExperience handling calls, chair meetings, help delivery teams in determining the cause, fix and monitor the reoccurrence of the problemExpert developing and maintaining problem and error control systemsDemonstrable ITIL process execution and knowledge of all disciplinesCreative thinking to create ideas, designs, approaches to convey messaging in the most effective and engaging wayMust be ITIL Foundation certified and good Knowledge of Lean Six Sigma MethodologiesExcellent verbal and written communication skills

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 ValuesAll 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.