Support Engineer 2 - Service Manager Itil End to End Incident Management

**Scope:** * The Service Management team acts as the primary operational interface between customers, Product/Engineering teams, and internal support functions, ensuring stable and reliable service delivery. * Responsible for service governance, SLA/KPI management, operational reporting, customer communication, escalation management, and continuous improvement across applications and platforms. * The role provides end-to-end oversight of service operations, ensuring customer-impacting issues are proactively identified, managed, communicated, and resolved within agreed service levels. **Our current technical environment:** * Service Management operates across enterprise SaaS/cloud applications and integrated technology environments, working closely with Application Support, Cloud Operations, Product, Engineering, and Infrastructure teams. * Key areas include ServiceNow, ITIL processes, monitoring and batch operations, incident/problem/change management, SLA reporting, application integrations, databases, cloud services, and operational dashboards. * The role involves coordinating complex production environments with multiple applications, integrations, scheduled jobs, data flows, and geographically distributed customers. **What you’ll do:** * Act as the primary Service Management point of contact for assigned customers and stakeholders. * Monitor and govern SLA, KPI, incident, problem, request, and change management activities. * Lead customer communication during major incidents, service disruptions, planned maintenance, and critical operational activities. * Coordinate with Product, Engineering, Cloud, Support, and Application teams to drive timely resolution of customer-impacting issues. * Review service performance, identify trends, and drive corrective and preventive actions. * Conduct/coordinate service reviews, operational reviews, backlog reviews, and KPI discussions with customers and internal stakeholders. * Ensure RCA, incident documentation, problem management, and action items are completed within agreed timelines. * Proactively identify operational risks and escalate issues requiring management attention. * Drive continuous improvement and service optimization through process enhancements, automation, reporting, and governance. * Maintain accurate operational dashboards and reports covering SLA compliance, backlog, aging, incidents, changes, batch health, and service performance. **What we are looking for:** **Service Management / Industry Experience** * 3-5 years of experience in IT Service Management, Application Support, Production Support, or IT Operations. * Strong understanding of ITIL practices and service management processes. * Experience working in customer-facing service management or managed services environments. * Leading and running bridges. * Experience managing multiple stakeholders across business, technical, and leadership teams. * Ready to work in Night shifts * ITIL Certified * Weekend shifts * Immediate Joiners Preferred. **Technical Skills** * Strong understanding of Incident, Problem, Change, Request, and Major Incident Management. * Experience with ServiceNow or similar ITSM platforms. * Good understanding of SLA/KPI governance, operational reporting, monitoring, and service dashboards. * Ability to understand technical issues across applications, databases, integrations, cloud platforms, APIs, batch processes, and data flows. * Good analytical skills with experience using Excel, Power BI, or similar reporting/analytics tools. **Soft Skills** * Strong customer communication and stakeholder management skills. * Excellent coordination, prioritization, and escalation-management abilities. * Ability to communicate complex technical issues in a clear and business-friendly manner. * Strong ownership and ability to work effectively in a high-pressure production environment. * Good presentation, documentation, and problem-solving skills. * Ability to drive teams toward accountability and timely resolution **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](https://blueyonder.com/about/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.