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Support Engineer 2 - Service Manager, ITIL, Cloud Applications /SaaS, Immediate Joiner
Blue Yonder (company site, opens in a new tab)3–5 yrsCoimbatoreOn-siteDirect career pageEst. 6–12 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Serve as the primary Service Management contact for assigned customers, managing communication during major incidents and operational activities.
- Monitor and govern SLA/KPI metrics along with incident, problem, change, and request management to ensure service delivery within agreed service levels.
- Coordinate cross-functional teams (Product, Engineering, Cloud, Support) to ensure proactive resolution of customer-impacting issues and lead continuous service improvement and operational reporting.
Minimum Requirements
- 3-5 years of experience in IT Service Management, Application Support, Production Support, or IT Operations.
- Strong understanding and practical experience with ITIL processes and service management disciplines.
- Experience with ServiceNow or similar ITSM platforms and managing SLA/KPI governance and operational dashboards.
- Availability for night shifts and weekend shifts; ITIL certification required; immediate joiners preferred.
Ideal Candidate Profile
- Experienced in customer-facing service management or managed services environments with multiple stakeholder coordination across technical and business teams.
- Demonstrates ability to lead incident bridges and manage communication effectively in high-pressure production environments.
- Skilled in analyzing operational data using Excel, Power BI, or similar tools to drive corrective/preventive actions and continuous improvement.