Support Engineer 2 - Service Manager - Cloud Applications /SaaS

This Support Engineer 2 role focuses on Service Management for Cloud Applications/SaaS. Key responsibilities include managing incidents, ensuring SLA adherence, and executing release and change management processes. The role involves problem management, preparing customer reviews, assisting delivery teams with process compliance, and drafting/maintaining process documents. The engineer will also suggest improvements and prepare reports, aiming to identify and initiate improvement projects based on business requirements.

Must Have

• Manage incidents and ensure closure within SLA
• Plan and execute Release and Change management processes
• Meet Problem Management Objectives
• Prepare monthly customer reviews
• Assist delivery teams in compliance with Global Delivery Processes
• Draft and maintain process documents
• Govern and review process execution accuracy
• Prepare reports as per defined frequency
• Identify and initiate improvement projects
• 5.5 to 8 years’ experience in Problem/Service Management
• 3-6 years in service delivery or technical leadership
• Thorough knowledge of Change, Incident, and Problem Management Lifecycle
• Experience in core Infrastructure cloud-based services
• ITIL Foundation certified
• Good knowledge of Lean Six Sigma Methodologies
• Excellent verbal and written communication skills

Good to Have

• Creative thinking to create ideas, designs, approaches to convey messaging effectively

Scope

• Suggesting changes to existing practices
• Governing and reviewing the correctness and accuracy of process execution

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

• 5.5 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

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About Us

Who are we?

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.

What do we do?

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. ™ blueyonder.com

“Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.

Blue Yonder, Inc.

15059 N Scottsdale Rd, Ste 400

Scottsdale, AZ 85254