Scope:
The Service Management team acts as the primary operational interface between customers, Product/Engineering teams, and internal support functions, ensuring secure and reliable service delivery.
Responsible for service governance, SLA/KPI management, operational reporting, customer communication, escalation management, and continuous improvement across applications and platforms.
The role provides end-to-end oversight of service operations, ensuring customer-impacting issues are proactively identified, managed, communicated, and resolved within agreed service levels.
Our current technical environment:
Service Management operates across enterprise SaaS/cloud applications and integrated technology environments, working closely with Application Support, Cloud Operations, Product, Engineering, and Infrastructure teams.
Key areas include ServiceNow, ITIL processes, monitoring and batch operations, incident/problem/change management, SLA reporting, application integrations, databases, cloud services, and operational dashboards.




The role involves coordinating complex production environments with multiple applications, integrations, scheduled jobs, data flows, and geographically distributed customers.
What you’ll do:
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/coordinate service reviews, operational reviews, backlog reviews, and KPI discussions with customers and internal stakeholders.
Ensure RCA, incident documentation, problem management, and action items are completed

📌 Support Engineer 2 (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore