Blue Yonder Support Management Desk
Blue Yonder Support Management Desk 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 DescriptionHPE 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 OperationsLead 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 OversightOversee 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 ManagementOwn 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 & MeetingsLead regular production b...