Blue Yonder, Inc.

Expert Support Engineer - Problem Manager, ITIL, Service management, Incident Management

Blue Yonder, Inc.
Hyderabad, Telangana, India
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

Welcome to Blue Yonder, Inc.! We are a leading software company that specializes in providing innovative solutions and services to our clients in the supply chain industry. We are currently seeking a highly skilled Expert Support Engineer - Problem Manager to join our dynamic team. In this role, you will be responsible for managing and resolving complex technical issues for our clients, utilizing your expertise in ITIL, service management, and incident management. Your contributions will play a crucial role in ensuring the smooth and efficient functioning of our software for our clients. We are looking for an individual with a strong technical background, excellent problem-solving skills, and a passion for providing exceptional support. If you are ready to take on new challenges and be part of a fast-paced and collaborative environment, we would love to hear from you!

  1. Manage and resolve complex technical issues for clients in the supply chain industry.
  2. Utilize expertise in ITIL, service management, and incident management to provide efficient and effective solutions.
  3. Ensure smooth and efficient functioning of our software for clients by identifying and resolving problems.
  4. Collaborate with cross-functional teams to troubleshoot and resolve technical issues.
  5. Utilize strong technical background to analyze and diagnose software issues.
  6. Document and track all technical issues, resolutions, and recommendations.
  7. Stay updated with industry trends and best practices in ITIL and service management.
  8. Communicate with clients in a professional and timely manner to provide updates on issue resolution.
  9. Serve as the main point of contact for clients regarding technical issues and escalations.
  10. Proactively identify potential issues and provide recommendations for improvement.
  11. Train and mentor junior support engineers on technical processes and procedures.
  12. Participate in on-call rotations to provide 24/7 support for critical issues.
  13. Maintain high levels of client satisfaction through exceptional support and problem resolution.
  14. Collaborate with product development teams to provide feedback on recurring technical issues and suggest improvements.
  15. Continuously improve and streamline the problem management process to increase efficiency and reduce downtime for clients.
  16. Adhere to company policies and procedures while maintaining confidentiality and security of client information.
Where is this job?
This job is located at Hyderabad, Telangana, India
Job Qualifications

  • Expert Knowledge Of Itil Principles And Best Practices, Including Strong Understanding Of Service Management And Incident Management Processes.

  • Proven Experience In Problem Management, Including Root Cause Analysis And The Ability To Identify And Implement Effective Solutions.

  • Demonstrated Ability To Provide Excellent Customer Support, With Strong Communication And Interpersonal Skills.

  • Extensive Experience In Troubleshooting And Resolving Complex Technical Issues, With A Deep Understanding Of Various It Systems And Technologies.

  • Itil Certification And/Or Relevant Technical Certifications, With A Minimum Of 5 Years Of Experience In A Similar Support Engineer Role.

Required Skills

  • Communication Skills

  • Multitasking

  • Incident Management

  • Analytical Thinking

  • Root Cause Analysis

  • Customer Support

  • ITIL Framework

  • Teamwork

  • Problem resolution

  • Service Management

  • Technical Troubleshooting

Soft Skills

  • Communication

  • Conflict Resolution

  • Leadership

  • Time management

  • creativity

  • Attention to detail

  • Teamwork

  • Adaptability

  • Problem-Solving

  • Empathy

Compensation

According to JobzMall, the average salary range for a Expert Support Engineer - Problem Manager, ITIL, Service management, Incident Management in Hyderabad, Telangana, India is between ₹ 6,00,000 - ₹ 10,00,000 per year. This range can vary depending on factors such as experience, skills, and the specific company hiring.

Additional Information
Blue Yonder, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesHindi
Job PostedJuly 18th, 2025
Apply BeforeApril 11th, 2026
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About Blue Yonder, Inc.

JDA Software Group, Inc. is an American software and consultancy company, providing supply chain management, manufacturing planning, retail planning, store operations and collaborative category management solutions headquartered in Scottsdale, Arizona.

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