Sr Technical Consultant - Major Incident Manager, ITIL Certified

Scope: Sr. Incident Manager acts as the point of escalation for infrastructure operations, responsible for handling complex issues, driving root cause analysis, and implementing long-term solutions. This role also contributes to infrastructure design, optimization, and strategic initiatives, while mentoring L1/L2 teams and ensuring adherence to best practices. Our current technical environment: Microsoft Azure VMware ESXi What you’ll do: Serve as the technical escalation point for critical incidents and cross-domain issues. Lead the bridge calls and handle incidents end to end. Cross functional collaboration. Perform deep-dive troubleshooting, root cause analysis (RCA), and long-term fixes for recurring problems. Lead infrastructure upgrades, migrations, and complex changes across compute, storage, network, and cloud environments. Work closely with L3 and architecture teams on solution design, providing operational insights and recommendations. Drive process improvements and establish advanced SOPs, runbooks, and knowledge-sharing documents. Collaborate with security and compliance teams to enforce governance and risk mitigation. Engage with vendors for escalations, patch management, and advanced product support. Contribute to capacity planning, performance benchmarking, and cost optimization efforts. What we are looking for: Bachelor’s degree in IT/Computer Science/Electronics (preferred) or equivalent diploma. (Immediate Joiners Preferred) 5–8 years of experience in infrastructure support/engineering roles. Minimum 5-6 years experience in major incident management, leading and handling bridge calls end to end. SLA, Risk management, problem and change management and stakeholder management. Relevant certifications (e.g., Microsoft, Red Hat, VMware, CCNA, ITIL Intermediate) are highly desirable. Expertise in at least two core domains (e.g., Windows/Linux servers, virtualization, storage/backup, networking, cloud). Strong troubleshooting and analytical skills for complex, multi-layered issues. Experience with scripting/automation (PowerShell, Python, Ansible, Terraform, etc.). Familiarity with enterprise monitoring, ITSM, and infrastructure orchestration tools. Good understanding of ITIL processes with experience driving problem/change management. Strong communication and collaboration skills to coordinate across teams. This role involves rotational shifts, including night shifts, to provide 24/7 application support. Flexibility to work weekends and public holidays as per shift schedule. Ability to handle responsibilities independently during off-hours. Our Values If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Who are we? We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. What do we do? Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. ™ blueyonder.com “Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc. Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254