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

Blue Yonder; Hyderabad; Presencial; INR 2.500.000 - 5.000.000; Jornada completa

Descripción de la vacante

Blue Yonder is seeking an experienced IT Service Management professional to act as the primary interface for customers and operations. The role will oversee SLAs, KPIs, incidents, problems, and changes while coordinating across Product, Engineering, Cloud, and Support teams to ensure timely resolution of customer-impacting issues.

You will drive continuous improvement, perform operational reviews, and maintain accurate dashboards, ensuring governance and risk mitigation in a high-pressure

Formación

• 5+ years in IT Service Management or Production/Applications Support.
• Strong knowledge of ITIL practices and service management processes.
• Experience in customer-facing service management or managed services.
• Ability to lead bridges and coordinate multiple stakeholders.
• Willingness to work night shifts and weekends.

Responsabilidades

• Act as the primary Service Management point of contact for assigned customers and stakeholders.
• Monitor and govern SLAs, KPIs, incidents, problems, requests, and changes.
• Lead customer communication during major incidents and planned maintenance.
• Coordinate with Product, Engineering, Cloud, Support, and Application teams to resolve issues.
• Review performance trends and drive corrective and preventive actions.
• Conduct service and operational reviews with customers and internal teams.
• Ensure RCA, incident documentation, and action items are completed on time.
• Identify operational risks and escalation needs for management.
• Drive continuous improvement and governance through automation and reporting.
• Maintain dashboards and reports covering SLA compliance, backlog, aging, incidents, and batch health.

Conocimientos

ITIL knowledge

Stakeholder management

Customer communication

Production support

Analytical thinking

Educación

ITIL Certification

Herramientas

ServiceNow

Descripción del empleo

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 escalation 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.