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:  

Minimum of 2 years’ experience in 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 

Primary Skillset:  

Incident Management 

Problem Management 

Change Management 

Knowledge Management 

Performance Management 

Process Enhancement/Transformation 

Training & Development 

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.