Job Description

Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward xe2x80x93 always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The Role Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes. You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs. You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations. As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives. You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of xe2x80x93 and taking action on the problem. If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team. Your Future at Kyndryl Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond xe2x80x93 taking your future to the next level. With Kyndryl, the sky's the limit.Who You AreYouxe2x80x99re good at what you do and possess the required experience to prove it. However, equally as important xe2x80x93 you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused xe2x80x93 someone who prioritizes customer success in their work. And finally, youxe2x80x99re open and borderless xe2x80x93 naturally inclusive in how you work with others.Required Technical and Professional Expertise7+ Years of experience in Manage, maintain, and optimize the Elastic-based log management infrastructure to ensure stability, performance, and scalability.Perform routine maintenance such as cluster health checks, node management, and index lifecycle management.Ensure high availability and fault tolerance of the Elastic Stack components.Assist customers with onboarding new data sources and configuring ingestion pipelinesCreate and manage basic dashboards tailored to customer needsProvide technical support for log ingestion, dashboard visualization, and performance troubleshooting.Design, configure, and maintain log ingestion pipelines using Logstash and Beats.Ensure seamless integration of custom log formats and various data sources into the Elastic Stack.Optimize ingestion pipelines for performance and reliability.Monitor the health and performance of the Elastic Stack components (Elasticsearch, Kibana, Logstash, Beats).Proactively detect and resolve performance bottlenecks and failures.Maintain platform security, including access control and data protection policies.Develop and maintain index templates and mappings for efficient data structuring.Implement strategies for index rollover and lifecycle management.Leverage automation tools (Terraform, Puppet, Shell) for deployment and configuration management.Develop scripts for automation of log ingestion, system monitoring, and dashboard provisioning.Advise internal stakeholders on log analytics strategies, visualizations, and best practices.Provide input for system improvement and log analysis frameworks using SIEM and machine learning.Ensure Admin On Duty (AOD) coverage for uninterrupted service and SLA compliance.Document Standard Operating Procedures (SOPs) and adhere to organization-wide rules and standards.Provide RCA documentation for P1/P2 incidents and actively contribute to problem management.Preferred Technical and Professional ExperienceFamiliarity with Agile practices (e.g., Scrum)Knowledge of CI/CD pipelines for log platform deployment and updatesElastic Stack certification (Elastic Certified Engineer or Analyst)Certifications in automation tools (Terraform, PuppetSIEM tool certification (Splunk, QRadar, Elastic SIEM) xe2x80x93 preferredCloud platform certifications (AWS, Azure) xe2x80x93 optionalStrong communication and interpersonal skillsAbility to multitask and perform under pressure in a 24/7 operational environmentCustomer-centric attitude and problem-solving mindsetBeing YouDiversity is a whole lot more than what we look like or where we come from, itxe2x80x99s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But wexe2x80x99re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you xe2x80x93 and everyone next to you xe2x80x93 the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. Thatxe2x80x99s the Kyndryl Way.What You Can ExpectWith state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter xe2x80x93 wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.Get Referred!If you know someone that works at Kyndryl, when asked xe2x80x98How Did You Hear About Usxe2x80x99 during the application process, select xe2x80x98Employee Referralxe2x80x99 and enter your contact's Kyndryl email address.

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