Sr. Support Engineer 2 - Service Manager, ITIL, Cloud Applications /SaaS, Immediate Joiner

00044 Blue Yonder France S.A.S.; Hyderabad; Presencial; INR 1.200.000 - 2.400.000; Jornada completa

Descripción de la vacante

Blue Yonder in Hyderabad seeks an experienced Service Management professional to act as the primary interface for customers and internal teams. You will monitor SLA/KPI, manage incidents and changes, and coordinate across Product, Engineering, Cloud, and Support to resolve issues and drive continuous improvement.

Ideal candidates have 8-13 years in ITSM, strong ITIL knowledge, and experience with customer-facing environments.

Formación

• 8-13 years of IT Service Management/Production Support/IT Operations experience.
• Strong understanding of ITIL practices and service management processes.
• Experience in customer-facing service management or managed services environments.

Responsabilidades

• Act as the primary Service Management point of contact for assigned customers and stakeholders.
• Monitor and govern SLA, KPI, incident, problem, request, and change management activities.
• Lead customer communication during major incidents and outages, planned maintenance and critical operational activities.
• Coordinate with Product, Engineering, Cloud, Support and Application teams to drive timely resolution of issues.
• Review service performance, identify trends, and drive corrective and preventive actions.
• Conduct service reviews and KPI discussions with customers and internal stakeholders.
• Ensure RCA, incident documentation, and action items are completed within timelines.

Conocimientos

ITIL

Stakeholder management

Incident management

Change management

Analytical skills

Herramientas

ServiceNow

ITSM platforms

Power BI

Descripción del empleo

Scope

Scope: The Service Management team acts as the primary operational interface between customers, Product/Engineering teams, and internal support functions, ensuring stable and reliable service delivery. Responsible for service governance, SLA/KPI management, operational reporting, customer communication, escalation management, and continuous improvement across applications and platforms. The role provides end-to-end oversight of service operations, ensuring customer-impacting issues are proactively identified, managed, communicated, and resolved within agreed service levels. Our current technical environment: Service Management operates across enterprise SaaS/cloud applications and integrated technology environments, working closely with Application Support, Cloud Operations, Product, Engineering, and Infrastructure teams. Key areas include ServiceNow, ITIL processes, monitoring and batch operations, incident/problem/change management, SLA reporting, application integrations, databases, cloud services, and operational dashboards. The role involves coordinating complex production environments with multiple applications, integrations, scheduled jobs, data flows, and geographically distributed customers.

What you’ll do

• Act as the primary Service Management point of contact for assigned customers and stakeholders.
• Monitor and govern SLA, KPI, incident, problem, request, and change management activities.
• Lead customer communication during major incidents, service disruptions, planned maintenance, and critical operational activities.
• Coordinate with Product, Engineering, Cloud, Support, and Application teams to drive timely resolution of customer-impacting issues.
• Review service performance, identify trends, and drive corrective and preventive actions.
• Conduct/coordinate service reviews, operational reviews, backlog reviews, and KPI discussions with customers and internal stakeholders.
• Ensure RCA, incident documentation, problem management, and action items are completed within agreed timelines.
• Proactively identify operational risks and elevate issues requiring management attention.
• Drive continuous improvement and service optimization through process enhancements, automation, reporting, and governance.
• Maintain accurate operational dashboards and reports covering SLA compliance, backlog, aging, incidents, changes, batch health, and service performance.

What we are looking for

• Service Management / Industry Experience: 8-13 years of experience in IT Service Management, Application Support, Production Support, or IT Operations.
• Strong understanding of ITIL practices and service management processes.
• Experience working in customer-facing service management or managed services environments.
• Leading and running bridges.
• Experience managing multiple stakeholders across business, technical, and leadership teams.
• Ready to work in Night shifts ITIL Certified Weekend shifts Immediate Joiners Preferred.

Technical Skills

• Strong understanding of Incident, Problem, Change, Request, and Major Incident Management.
• Experience with ServiceNow or similar ITSM platforms.
• Good understanding of SLA/KPI governance, operational reporting, monitoring, and service dashboards.
• Ability to understand technical issues across applications, databases, integrations, cloud platforms, APIs, batch processes, and data flows.
• Good analytical skills with experience using Excel, Power BI, or similar reporting/analytics tools.

Soft Skills

• Strong customer communication and stakeholder management skills.
• Excellent coordination, prioritization, and escalation-management abilities.
• Ability to communicate complex technical issues in a clear and business-friendly manner.
• Strong ownership and ability to work effectively in a high-pressure production environment.
• Good presentation, documentation, and problem-solving skills.
• Ability to drive teams toward accountability and timely resolution.

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.

A Culture, Not just a Company

Our culture is built on collaboration, respect and having fun whenever possible. This along with ensuring we live our Core Values, enables us to learn, grow, create customer value, and manage the well‑being of our collective ecosystem of partners, customers and associates alike. We rise each day with an unwavering commitment to lifelong learning, collaborating with respect, and operating with integrity.

What do we do?

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers—all at machine speed. A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder’s modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption.

"Blue Yonder" is a trademark or registered trademark of Blue Yonder Group, 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 Group, Inc. Blue Yonder, Inc. - Administrative Office 15059 N Scottsdale Rd Suite 350 Scottsdale, AZ 85254-2666