Support Engineer - Service Manager

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoors Best Places to Work.
• Seeking an astute individual that has a strong technical foundation with ability to be hands-on on developing/building automation to improve efficiency, productivity, and customer experience. Deep knowledge of industry best practices, with the ability to implement them working with larger team cloud, support, and the product teams.

Scope:

We are seeking a Service Manager/ Major Incident Manager (3-9 years) with deep expertise in problem and change management and resolving complex incidents. Someone with the ability to lead and drive the bridge calls, liaison with multiple teams, build customer satisfaction and handle end to end life cycle of the incident. Excellent communication and high confidence levels are a must.

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 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 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 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 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