Support Engineer 2 - Service Manager

• 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 performance s , SLAs , OLAs etc.

• Thorough knowledge of Change, Incident and Problem Management Lifecyle end to end, p rocess execution, key metrics, performance i mprovement 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 a nd 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 Managemen t

• Process Enhancement /Transformation

• Training & Development