Support Engineer 1 - Service Manager/Major Incident Manager, ITIL, Problem Manager
Job Summary
Job Description
This role as a Support Engineer 1 / Service Manager focuses on managing major incidents within the Cloud environment, ensuring timely completion of activities by cross-functional teams. Responsibilities include raising and managing incidents, leading bridge calls, performing case reviews, planning release and change management, and meeting problem management objectives. The role also involves preparing customer reviews, assisting delivery teams with compliance, drafting process documents, and identifying improvement projects.
Must have:
- Raising and managing incidents, ensuring closure within SLA
- Leading bridge calls
- Performing periodic reviews of cases and working with customer and internal teams to resolve incidents
- Planning and executing Release and Change management processes
- Ensuring the team meets Problem Management Objectives
- Preparing monthly reviews for customers
- Assisting delivery teams in compliance with Blue Yonder Global Delivery Processes
- Drafting process documents and maintaining them
- 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 business requirements
- 2-3 years’ experience in Service Management/Major Incident Manager role
- Minimum of 2 years’ experience in a service delivery organization or technical leadership role
- Thorough knowledge of Change, Incident and Problem Management Lifecycle end to end
- Experience in core Infrastructure cloud-based services environment
- Experience handling calls and chairing meetings
- Expert in developing and maintaining problem and error control systems
- Demonstrable ITIL process execution and knowledge of all disciplines
- ITIL Foundation certified
- Good Knowledge of Lean Six Sigma Methodologies
- Excellent verbal and written communication skills
2 skills required
Job Details
Scope:
- Service Manager is key during a major incident lifecycle. Expectation from the role is to ensure all the Cloud related activities are completed by the respective Cross functional teams in the timely fashion to support the implementation teams. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.
What you’ll do:
- Raising Incidents and managing Incidents – Ensuring closure within SLA
- Leading Bridge Calls is very important
- 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
What we are looking for:
- 2 - 3 years’ experience in Service Management/ major incident manager role
- Leading bridge calls, managing entire end to end incident lifecycle
- Minimum of 2 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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