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

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