Blue Yonder Support Management Desk

Job description

Blue Yonder Support Management DeskThis role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office. **Who We Are:** Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. **Job Description:** Job Description **HPE Operations** is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you. The Support Management Team Lead is responsible for leading the post‑production support function for Blue Yonder–related data across logistics partners, suppliers, hubs, and contract manufacturers. The role manages L1 support team members, oversees incident triage and escalation, and owns end‑to‑end incident reporting, dashboards, and governance to ensure operational stability, data accuracy, and SLA adherence. This role serves as the primary owner of production incident management and reporting for Blue Yonder platforms. **What you’ll do:** **T**eam Leadership & Support Operations - Lead and manage the Support Management (L1) team responsible for daily production support. - Allocate workload, monitor performance, and ensure consistent execution of support processes. - Act as the first point of escalation for complex or high‑severity production issues. - Ensure proper coverage and readiness of the support desk. Production Monitoring & Triage Oversight - Oversee daily data monitoring through automated reports across Blue Yonder applications. - Ensure timely initial triage and ticket creation/update based on potential root cause. Incident & Escalation Management - Own end‑to‑end incident lifecycle management, from detection to closure. - Ensure issues are resolved within SLA; enforce escalation matrix for unresolved issues. - Coordinate across Blue Yonder support, internal IT teams, and external partners. - Drive prioritization and resolution of critical production issues impacting business operations. Production Governance & Meetings - Lead regular production bug / incident review meetings with stakeholders. - Review open incidents, aging tickets, recurring issues, and action items. - Ensure accountability and follow‑through across resolver teams. Reporting & Dashboards - Own and publish production incident reports and dashboards, including: - Open vs closed incidents - Aging and backlog - SLA and MTTR trends - Root cause distribution - Partner‑specific issue trends - Provide clear, executive‑level status updates to business and IT leadership. Continuous Improvement & Quality - Analyze incident trends to identify systemic issues and improvement opportunities. - Drive root cause analysis (RCA) and preventive actions to reduce repeat incidents. - Improve support processes, reporting quality, and monitoring effectiveness. - Ensure documentation, SOPs, and knowledge articles are maintained and updated. KPIs & Success Metrics - SLA Adherence: % of incidents resolved within defined SLAs - MTTR (Mean Time to Resolution): Reduction in resolution time for production issues - Incident Backlog & Aging: Controlled backlog with minimal aged tickets - Data Quality: Reduction in missing, delayed, or incorrect data events - Recurring Issues: Measurable reduction through RCA and preventive actions - Reporting Accuracy & Timeliness: Consistent, reliable production reporting **What you need to bring:** - Experience in  leading production support or operations teams for enterprise or SaaS platforms. - 8-10 years of experience. - Strong understanding of incident management, escalation, and SLA‑driven support. - Experience managing data‑related issues across multiple systems and integrations. - Strong stakeholder management and communication skills. - Ability to translate operational issues into clear executive‑level reporting. Preferred Qualifications - Educational Qualification: Undergraduate degree in Computer science/Engineering background - Exposure to supply chain execution processes. - Familiarity with API, EDI, and message‑based integrations. - Incident / Problem Management experience. Key Attributes - Strong ownership and accountability mindset. - Structured, data‑driven, and execution‑focused. - Comfortable operating in a global, multi‑partner environment. - Able to lead teams in business‑critical, high‑pressure situations. **What We Can Offer You:** **Health & Wellbeing** We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. **Personal & Professional Development** We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. **Unconditional Inclusion** We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are va