Support Engineer 2 - Service Manager, ITIL, Cloud Applications /SaaS, Immediate Joiner
Core
Primary operational interface ensuring stable SaaS/cloud service delivery through governance, SLA/KPI management, and incident coordination.
Role type
Senior Service Manager (ITIL/Cloud Applications)
Builds
Enterprise SaaS/cloud application services and operational stability
Domain
IT Service Management / Cloud Operations
Deliverable
dashboards & analysis
Required skills
ITIL practices, ServiceNow, SLA/KPI governance, incident/problem/change management, stakeholder management, operational reporting, RCA, process improvement
Preferred skills
Managed services experience, bridge running, night/weekend shift availability, advanced Excel/Power BI
Technologies
ServiceNow, ITSM platforms, operational dashboards, cloud services, databases, APIs, batch processes
Responsibilities
Monitor and govern SLA, KPI, incident, problem, request, and change management activities; Lead customer communication during major incidents and service disruptions; Coordinate with Product, Engineering, and Cloud teams to resolve customer-impacting issues; Review service performance and drive corrective actions; Conduct service reviews and KPI discussions with stakeholders; Maintain operational dashboards and reports on SLA compliance and service health.
Seniority
Mid-Senior, hands-on IC with management responsibilities
