BlueYonder - Technical Consultant - Major Incident Manager/Problem Manager/ITIL

Responsibilities:

- Raising Incidents and managing Incidents - Ensuring closure within SLA

- Leading Bridge Calls end to end.

- 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 3 years' experience in Service Management role, customer facing role.

- Minimum of 3 - 7 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 -

- Immediate Joiners preferred

Primary Skillset:

- Incident Management(End to End)

- Problem Management

- Change Management

- ITIL

- Leading Bridge Calls

- Knowledge Management

- Performance Management

- Process Enhancement/Transformation

- Training & Development

- SaaS, Cloud knowledge will be a plus point