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Senior Support Engineer 2 – Service Manager, ITIL, Cloud Applications/SaaS
Blue Yonder. Act as the primary Service Management point of contact for assigned customers and stakeholders .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in IT Service Management, focusing on Incident, Problem, Change, and Request Management while ensuring SLA and KPI compliance. Proficient in stakeholder management and communication, driving continuous improvement and operational excellence in high-pressure environments.
Highest-signal resume keywords
ITIL CertificationServiceNow ExperienceIncident ManagementStakeholder ManagementOperational Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Service ManagementIncident ManagementProblem ManagementChange ManagementRequest ManagementOperational ReportingData AnalysisProcess ImprovementService OptimizationSLA Governance
Soft Skills
Customer CommunicationCoordinationPrioritizationEscalation ManagementProblem-Solving
Tools & Technologies
ServiceNowExcelPower BIITSM PlatformsOperational Dashboards
Certifications & Qualifications
ITIL Certified
Industry Keywords
Managed ServicesCustomer-Facing Service ManagementOperational RisksContinuous ImprovementService Performance
Tech Stack
Tools & technologiesCloudITSMServiceNow
About the role
Key responsibilities & impact- 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 or coordinate service reviews, operational reviews, backlog reviews, and KPI discussions
- 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 operational dashboards and reports covering SLA compliance, backlog, aging, incidents, changes, batch health, and service performance
Requirements
What you’ll need- 8-13 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
- Experience 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
- 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
- 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