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

Blue Yonder Title:

•    Support Engineer 1 - Cloud

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”
• Seeking an astute individual that has a Supply chain background with the additional ability to be part of the customer success team to implement and support the implementation of the project, and deep knowledge of industry best practices, with the ability to implement them working with multiple cross functional teams

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
Minimum of 3 – 4 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

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

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.