Sr Support Engineer 2 - Service Manager, ITIL, Support

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 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 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 Supply Chain domain/ WMS product experience is good to have 6-8 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 managing multiple stakeholders across business, technical, and leadership teams. Ready to work in rotational shifts to cover 24/7 operations for the customers ITIL Certified Weekend shifts 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. 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. Good 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.