Incident Commander/Operations Manager (Project Manager)

Scope

The Incident commander plays a key role in ensuring the positive experience of Blue Yonder’s customers. Blue Yonder is looking for a Senior Incident Manager to join our Customer Success organization. This role would be part of the Software as a Service (SaaS) Support & Cloud Operations team within Blue Yonder Customer Support.

What you will do

Primary responsibility of Senior Incident Manager would be Incident Management, which includes:

1. Provide consistency in driving resolution of Critical (Severity 1) incidents impacting Executions SaaS customers with a sense of utmost urgency.

2. Be a key point of contact for all SaaS and Cloud Critical(S1) Incidents in North America, LATAM, EMEA and APAC regions, ensuring an assertive posture is maintained through the incident life cycle. *Incident Command Role

3. Work with Service Management teams to Identify and analyze incidents and round up key cross functional support to triage and troubleshoot issues

4. Ensure participation of the necessary subject matter experts and ensure delivery of a workaround solution to minimize customer business impact

5. Ascertain and sensitize business impact of the situation from the customers' point of view

6. Institutionalize regular cadence with the customer/account team and internal stakeholders to ensure alignment throughout the escalation life cycle

7. Manage stakeholder communication, update and maintain Incident notifications at each stage, until Resolution or Workaround.

8. Highlight potential risks or roadblocks, and prepare mitigation plans throughout the Incident life cycle

9. Ensure forward momentum of incident to problem for Root Cause Analysis (RCA).

Additional Responsibilities to include

• Remaining aware and available in ongoing War room and Swat efforts, driving progress as required.
• Driving escalated High (Severity 2) incidents to closure + Reviewing S1/S2 queues and milestones, ensuring zero backlog of S1/S2 incidents.
• Perform Post Incident Reviews (PIR) to ensure best application of incident processes.
• Review and refine ITIL, Incident management and Escalation management process, protocols, dashboards and run books.
• Participation in Blue Yonder Business Continuity Programs (BCP) supporting Incident, Problem, and Change initiatives.
• Customer Escalation Process / Dashboard management

What we are looking for:

• Excellent presentation, communication, diplomacy and customer relationship management skills to demonstrate comfort and presence in interacting with senior executives - internal and external.
• Excellent people management skills (coaching, mentoring, motivating and influencing) to help the team achieve desired outcomes.
• Confidence and ability to take Command.
• Ability to work across cross functional teams and rally the right resources.
• Ability to challenge status quo to identify and remove any systemic inefficiencies
• Meeting service level agreements, Exceeding published response and resolution time metrics
• Strong communication style and assertiveness.

Qualifications

• 10-12 years previous experience in technology/software industry including customer support, incident, problem, and escalation management roles.
• Experience as part of customer success/ support organization in Retail / Manufacturing/ Execution domains strongly preferred
• 2+ years’ experience in SaaS and Cloud operations with large global teams
• ITIL Experience / Certification a plus.
• Experience of working with geographically spread out global teams