Support Engineer - Service Manager - Cloud​/SaaS

Support Engineer 2 - Service Manager - Cloud Applications /SaaS page is loaded## Support Engineer 2 - Service Manager - Cloud Applications /Saa Slocations:
Bangalore:
Hyderabad time type:
Full time posted on:
Posted Yesterday job requisition :
253424
** Scope :
*** Suggesting changes to existing practices
* Governing and reviewing the correctness and accuracy of process execution
** Responsibilities:
*** Raising Incidents and managing Incidents – Ensuring closure within SLA
* 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
** Desired skills and experience:
*** 5.5 to 8 years’ experience in Problem/Service Management role
* Minimum of 3 – 6 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
** 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.
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