Expert Support Engineer – Cloud Applications, SaaS – Service Manager

Blue Yonder

Service Manager – Team Lead responsible for leading Service Managers and ensuring high-quality service delivery to customers. Overseeing operations and managing customer escalations in a cloud applications environment.

Posted 4/13/2026full-timeHyderabad • 🇮🇳 IndiaSeniorLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead, coach, and mentor Service Managers and support associates
Oversee daily service operations to ensure SLA adherence and service quality
Act as the first point of escalation for complex or high-risk customer issues
Ensure compliance with Major Incident Management (MIM) governance
Act as escalation contact for customer dissatisfaction and SLA risks
Drive root cause analysis and problem management
Identify process improvement opportunities

Requirements

What you’ll need

10+ years of experience in Service Management within cloud or SaaS environments
Strong people leadership and coaching skills
Solid understanding of ITIL practices
Experience in Service Management or Production Support
Strong customer communication and escalation handling skills
Ability to work in a 24x7, high-pressure environment

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Service ManagementITIL practicescloud environmentsSaaS environmentsproblem managementroot cause analysisprocess improvement

Soft Skills

people leadershipcoachingcustomer communicationescalation handlingmentoring