Support Engineer 1 - Service Manager/Major Incident Manager, ITIL, Problem Manager

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
   

Our Values

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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.