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Blue Yonder
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Support Engineer 2 - Service Manager

Support Engineer 2 - Service Manager

Blue Yonder

2 - 6 years

7 - 11 Lacs

Hyderabad Coimbatore Bengaluru

Posted:5 hours ago| Platform:

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Skills Required

Service delivery Change management Problem management Technical leadership Incident management ITIL process Process enhancement Management ITIL Lean six sigma

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 s , SLAs , OLAs etc.

Thorough knowledge of Change, Incident and Problem Management Lifecyle end to end, p rocess execution, key metrics, performance i mprovement plans. Worked in the core Infrastructure cloud based services environment

Experience handling calls , chair meetings, help delivery teams in determining the cause, fix and monitor the reoccurrence of the problem

Expert developing and maintaining problem and error control systems

Demonstrable ITIL process execution a nd 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 good Knowledge of Lean Six Sigma Methodologies

Excellent verbal and written communication skills

Primary Skillset:

Incident Management

Problem Management

Change Management

Knowledge Management

Performance Managemen t

Process Enhancement /Transformation

Training & Development

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