Support Engineer 2 - Service Manager, ITIL, Cloud Applications /SaaS, Immediate Joiner
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Job Description
Structured overview of role & requirementsAbout This Role
Serve as the primary Service Management contact for assigned customers, overseeing SLA/KPI governance, incident, problem, and change management.
Lead customer communication during major incidents, service disruptions, and critical operations, coordinating resolution efforts across Product, Engineering, Cloud, Support, and Application teams.
Manage service performance reviews, operational reporting, risk identification, and drive continuous improvement through process enhancements and automation.
Minimum Requirements
3-5 years of experience in IT Service Management, Application Support, Production Support, or IT Operations.
Strong understanding of ITIL practices and experience with incident, problem, change, and major incident management.
Experience with ServiceNow or similar ITSM platforms and SLA/KPI governance.
Availability for night and weekend shifts; ITIL certification required; immediate joiners preferred.
Ideal Candidate Profile
Experienced in managing complex production environments involving SaaS/cloud applications, integrations, and distributed customers.
Demonstrated ability to coordinate multiple stakeholders across business, technical, and leadership teams in high-pressure, customer-facing service scenarios.
Analytical, with skills in operational reporting tools like Excel or Power BI, and effective at driving teams toward accountability and timely resolution.