Scope

- The Service Management team acts as the primary operational interface between customers, Product/Engineering teams, and internal support functions, ensuring stable 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 Setting

- 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 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 accurate operational dashboards and reports covering SLA compliance, backlog, aging, incidents, changes, batch health, and service performance.

What We Are Looking For Service Management / Industry Experience

- 3-5 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.
- 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.

Technical Skills

- 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.
- Valuable analytical skills with experience using Excel, Power BI, or similar reporting/analytics tools.

Soft Skills

- 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.
- Positive presentation, documentation, and problem-solving skills.
- Ability to drive teams toward accountability and timely resolution

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 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.

📌 Support Engineer 2 - Service Manager, ITIL, End to End Incident Management (Immediate Joiner Preferred) (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore