Support Engineer 1 - Service Manager/Major Incident Manager

You will be a Support Engineer 1 - Cloud at a leading AI-driven Global Supply Chain Solutions Software Product Company. Your role will involve being part of the customer success team to implement and support projects, utilizing your deep knowledge of industry best practices and working with multiple cross-functional teams. - Raising Incidents and managing them to ensure closure within SLA - Leading Bridge Calls for effective communication - Performing periodic reviews of Cases and collaborating with customers and internal teams for incident resolution - Planning and executing Release and Change management processes - Ensuring the team meets Problem Management Objectives - Preparing monthly reviews for customers - Assisting delivery teams in compliance with Blue Yonder Global Delivery Processes - Drafting process documents and maintaining them - 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 business requirements Qualifications Required: - 2 - 3 years experience in Service Management/ major incident manager role - Minimum of 3 - 4 years experience in a service delivery organization or in a technical leadership role, expert in managing SLAs, OLAs, etc. - Thorough knowledge of Change, Incident and Problem Management Lifecycle, process execution, key metrics, and performance improvement plans in a core Infrastructure cloud-based services environment - Experience in handling calls, chairing meetings, helping delivery teams in determining causes, fixes, and monitoring problem reoccurrence - Expertise in developing and maintaining problem and error control systems - Demonstrable ITIL process execution and knowledge of all disciplines - Creative thinking skills to convey messaging effectively and engagingly - ITIL Foundation certified and good Knowledge of Lean Six Sigma Methodologies - Excellent verbal and written communication skills You will be a Support Engineer 1 - Cloud at a leading AI-driven Global Supply Chain Solutions Software Product Company. Your role will involve being part of the customer success team to implement and support projects, utilizing your deep knowledge of industry best practices and working with multiple cross-functional teams. - Raising Incidents and managing them to ensure closure within SLA - Leading Bridge Calls for effective communication - Performing periodic reviews of Cases and collaborating with customers and internal teams for incident resolution - Planning and executing Release and Change management processes - Ensuring the team meets Problem Management Objectives - Preparing monthly reviews for customers - Assisting delivery teams in compliance with Blue Yonder Global Delivery Processes - Drafting process documents and maintaining them - 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 business requirements Qualifications Required: - 2 - 3 years experience in Service Management/ major incident manager role - Minimum of 3 - 4 years experience in a service delivery organization or in a technical leadership role, expert in managing SLAs, OLAs, etc. - Thorough knowledge of Change, Incident and Problem Management Lifecycle, process execution, key metrics, and performance improvement plans in a core Infrastructure cloud-based services environment - Experience in handling calls, chairing meetings, helping delivery teams in determining causes, fixes, and monitoring problem reoccurrence - Expertise in developing and maintaining problem and error control systems - Demonstrable ITIL process execution and knowledge of all disciplines - Creative thinking skills to convey messaging effectively and engagingly - ITIL Foundation certified and good Knowledge of Lean Six Sigma Methodologies - Excellent verbal and written communication skills