Sr. Support Engineer 2 - Service Manager, ITIL, Cloud Applications /SaaS, Immediate Joiner
Blue Yonder (company site, opens in a new tab)8–13 yrsHyderabadOn-siteDirect career pageEst. 20–35 LPA
Posted 8h ago
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Job description
Structured overview of role & requirements
About This Role
- Own service governance for assigned customers, including SLA/KPI performance, incident/problem/change activity, operational reviews, and service reporting.
- Lead customer communications and incident bridges during major disruptions; coordinate technical teams through resolution, RCA, and follow-up actions.
- Identify service risks and performance trends, then drive corrective actions and improvements across complex SaaS/cloud application operations.
Minimum Requirements
- Work Experience Required: 8–13 years in IT Service Management, Application Support, Production Support, or IT Operations.
- Strong knowledge of ITIL and incident, problem, change, request, and major incident management; ITIL certification is listed.
- Customer-facing service management or managed-services experience, including SLA/KPI governance and use of ServiceNow or a similar ITSM platform.
- Must be ready to work night shifts; weekend shifts are also mentioned.
Ideal Candidate Profile
- Has operated as a customer-facing service management lead, running incident bridges and coordinating business, technical, and leadership stakeholders.
- Can govern production services spanning SaaS/cloud applications, integrations, databases, APIs, batch processes, and data flows.
- Brings a reporting-and-improvement focus, using operational dashboards or analytics tools to identify trends and drive accountable follow-through; immediate joiners are preferred.