Support Engineer 2 - Service Manager, ITIL, Cloud Applications /SaaS, Immediate Joiner
Role Overview
The Service Management team is the operational interface between customers, Product and Engineering teams, and internal support functions.
The role governs service delivery across enterprise SaaS/cloud applications and integrated environments, including application support, cloud operations, infrastructure, and operational systems.
Key Skills for This Role
Full Job Posting
Role scope
The Service Management team is the operational interface between customers, Product and Engineering teams, and internal support functions.
The role governs service delivery across enterprise SaaS/cloud applications and integrated environments, including application support, cloud operations, infrastructure, and operational systems.
What you will do
- Serve as primary service management contact for assigned customers and stakeholders.
- Govern SLA, KPI, incident, problem, request, and change management activities.
- Lead customer communication during major incidents, disruptions, planned maintenance, and critical operations.
- Coordinate resolution with Product, Engineering, Cloud, Support, and Application teams.
- Review service performance and trends; drive corrective and preventive actions.
- Conduct or coordinate service, operational, backlog, and KPI reviews.
- Ensure timely root-cause analysis, incident documentation, problem management, and action items.
- Identify operational risks and escalate issues for management attention.
- Drive process improvements, automation, reporting, governance, and service optimization.
- Maintain reports and dashboards for SLA compliance, backlog, aging, incidents, changes, batch health, and performance.
Experience and qualifications
- 3–5 years in IT Service Management, Application Support, Production Support, or IT Operations.
- Strong understanding of ITIL practices and service management processes.
- Customer-facing service management or managed services experience.
- Experience leading and running bridges and managing multiple stakeholder groups.
- ITIL certification.
- Experience with ServiceNow or similar ITSM platforms is listed as a technical skill.
Technical and interpersonal skills
- Understanding of incident, problem, change, request, and major incident management.
- Knowledge of SLA/KPI governance, operational reporting, monitoring, and service dashboards.
- Ability to understand issues across applications, databases, integrations, cloud platforms, APIs, batch processes, and data flows.
- Analytical skills and experience with Excel, Power BI, or similar reporting tools.
- Strong communication, stakeholder management, coordination, prioritization, and escalation skills.
- Ability to explain technical issues clearly, take ownership under pressure, document and present effectively, solve problems, and drive accountability.
Shift requirements
- Availability to work night shifts and weekend shifts.
- Immediate joiners are preferred.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Blue Yonder
IN-Sr Consulting Manager -Consulting
Coimbatore, IND
(IN-Sr Consulting Manager -Consulting) Overview The Sr Manager, Development and Support Services is responsible for leading and delivering customer-focused, cost-effective, and innovative supply chain solutions. This rol
Sr QA Engineer
Hyderabad, IND
Scope: The P4 QA Engineer works as part of a self-organized agile team, owning test design and execution across manual and automated suites for PSR products, while collaborating closely with developers and product owners
Sr Support Engineer 2 - BY TMS, Blueyonder Transportation Management
Bengaluru, IND
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 strong Supply Chain/Warehouse domain experience and
Director, PMO - Supply Chain Execution
Bengaluru, IND
We are seeking a PMO Director to lead the strategic and operational elements of our Global Professional Services PMO function, based in India. This role oversees the governance, delivery excellence, and strategic plannin
Data Science Consultant -Machine Learning, Advanced Analytics, Python, SQL
Bengaluru, IND
Scope As a Data Science Consultant, you will be a key player in onboarding clients onto Blue Yonder’s Luminate Planning suite of solutions and providing ongoing support. Our team currently consists of approximately 50 as
Director, PMO - Supply Chain Planning
Bengaluru, IND
Scope: Lead the delivery and governance of large-scale Supply Chain Planning and Logistics transformation programs across global regions, ensuring successful execution, profitability, and stakeholder alignment. Drive PMO
Technical /Sr Technical Consultant (GPTS) - (BY WMS,SQL,Java/ Python) Consulting
Bengaluru, IND
Scope: Core responsibilities of implementation and possess strong domain knowledge in WMS solution to understand how the Blue Yonder solution can be configured and delivered to better facilitate customer business and tec
Staff Software Engineer I - Kubernetes,ArgoCD
Bengaluru, IND
Job Description Overview We are seeking a highly skilled Staff Software Engineer with deep expertise in DevOps, Site Reliability Engineering (SRE), Cloud Platforms, Kubernetes, and GitOps practices. This role will archit
IN-Sr Consulting Manager -Consulting
Coimbatore, IND
Sr QA Engineer
Hyderabad, IND
Sr Support Engineer 2 - BY TMS, Blueyonder Transportation Management
Bengaluru, IND
Director, PMO - Supply Chain Execution
Bengaluru, IND
Data Science Consultant -Machine Learning, Advanced Analytics, Python, SQL
Bengaluru, IND
Director, PMO - Supply Chain Planning
Bengaluru, IND
Technical /Sr Technical Consultant (GPTS) - (BY WMS,SQL,Java/ Python) Consulting
Bengaluru, IND
Staff Software Engineer I - Kubernetes,ArgoCD
Bengaluru, IND