Support Engineer 2 - Service Manager

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