Blue Yonder Support Management Desk

HPE

Chennai, Tamil Nadu, India8-10 years

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This 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:

Team 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 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.

Let's Stay Connected:

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Job:

Services

Job Level:

Intermediate

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.

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Blue Yonder Support Management Desk

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