Sr Support Engineer 1 - Problem Manager, ITIL, Service management, Incident Management, ITIL
Job Summary
Job Description
Core responsibilities include analyzing business requirements and designs for accuracy and completeness, and managing incidents end-to-end with accurate and priority solutions. The role involves raising and managing incidents to ensure SLA adherence, performing periodic case reviews with customers and internal teams, and planning and executing Release and Change management processes. The engineer ensures the team meets Problem Management Objectives, prepares monthly customer reviews, assists delivery teams with compliance, drafts and maintains process documents, and identifies improvement projects.
Must have:
- Analyze business requirements and designs for accuracy and completeness
- Manage incidents end to end and execute accurate solutions on priority
- Raise and manage Incidents, ensuring closure within SLA
- Perform periodic reviews of Cases and work with customer and internal teams to resolve incidents
- Plan and execute Release and Change management processes
- Ensure the team meets Problem Management Objectives
- Prepare monthly reviews for customers
- Assist delivery teams in compliance with Global Delivery Processes
- Draft and maintain process documents
- Suggest changes to existing practices
- Govern and review the correctness and accuracy of process execution
- Prepare reports as per defined frequency in scope
- Identify and initiate improvement projects on business requirements
- 6 to 8 years experience in Problem/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
- Thorough knowledge of Change, Incident and Problem Management Lifecyle end to end
- Worked in the core Infrastructure cloud-based services environment
- Experience handling calls, chairing meetings, helping delivery teams in determining cause, fix and monitoring reoccurrence of problems
- Expert developing and maintaining problem and error control systems
- Demonstrable ITIL process execution and knowledge of all disciplines
- Must be ITIL Foundation certified
Good to have:
- Creative thinking to create ideas, designs, approaches to convey messaging in the most effective and engaging way
- Good Knowledge of Lean Six Sigma Methodologies
3 skills required
Job Details
Blue Yonder Title:
• Sr. Support Engineer 1 (Cloud Applications /SaaS)
Scope:
- Core responsibilities to include analyze business requirements and designs for accuracy and completeness.
- Manages the incidents end to end and executes accurate solutions on priority.
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:
- 6 to 8 years experience in Problem/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
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About The Company
We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.™
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