Job Description

Who We Are
Kyndryl is a market leader that thinks and acts like a start-up. 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 \xe2\x80\x93 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
POSITION SUMMARY: This position concentrates on troubleshooting/administration of issues and problems under Workplace Virtualization Services purview to solve Client\xe2\x80\x99s problems, while aligning to enterprise standards. Ensure technical integrity, performance, and quality of WVS services.

Systems Management Specialists perform administrative tasks and are responsible for providing timely resolution to level 2 / level 3 incidents, service requests, change orders, or problem tickets. They participate in security health check and patching related activities to secure the customer IT environment and review the daily health check reports and system logs for the environment stability, taking corrective action (as required/contracted).

Infrastructure specialists have expert level skills in one or more Virtualization technologies, both on-premises, 3rd party DC and/or in the Cloud. This includes common Virtualization tools from VMware, Citrix, or Microsoft. They are responsible for performance, and availability of the solution and its impact on the client\'s infrastructure. This position will work closely with Client\xe2\x80\x99s Operational stakeholders, Systems Analysts, Release Managers, and Enterprise Architects. Individuals in this job role acts as a technical escalation point (SME) for the Systems Management Specialists and provide technical leadership to internal delivery teams, customers and Customer Account Teams regarding all technical discussions, major incidents, complex RFS activities etc.

Language Skills: English Language

Level of skill:
Novice/Entry - assumed 1-3 years of experience
Journeyman - assumed 3-5 years of experience
Master - assumed 5+ years of experience

What We\'re Looking For

Resource(s) that love solving problems and enjoy learning new technologies. Have experience in supporting end users, as well as, providing Virtualization technology support. Have developed a strong practical understanding of its Infrastructure layers and deployment(s) and can provide/apply your problem determination skills.

Microsoft/Azure Skills:
Experience with MSFT/Azure technologies, configuring and managing (possibly complex) Azure Virtual Desktop environments

• Azure
  • Cloud Foundation
    • Subscription/tenant
    • Azure Admin \xe2\x80\x93 to include Azure AD
      • Provision the required RBAC roles in Azure AD.
    • Compute/Storage
    • FSLogix
    • Azure Monitor/Advisor
    • AppAttach/MSIX
• Experience configuring / managing Azure IaaS & PaaS technologies such as Subscriptions, Storage Containers, VNET, NSG\'s, Storage Explorer & Cost/Billing management.
• Good understanding of network connectivity to Azure ExpressRoute/vNet
• Experience with automation leveraging Azure ARM, CLI, PowerShell, to automate and simplify tasks
• Good understanding/experience with Azure Virtual Desktop (AVD) to include Host Pool configuration/administration
• Utilize Azure Site Recovery for disaster recovery failover

General Technical Skills/Knowledge

General Knowledge of the following (all not required, any are a benefit):

• Microsoft
  • Good understanding of Hypervisor(s) configuration and troubleshooting
  • Good understanding of OS standards of Windows Server
    • Manage and Monitor
      • Windows Server 2008, 2012, 2016, 2019, etc
      • Windows Multi-Session (W10/W11)
      • Windows Desktop (Windows 10/11)
        • Optimization
        • Agent updates
        • Sysprep

• Storage (SANs and NAS/NetApp)
  • General Knowledge
    • Volumes
    • Aggregates
    • CIFS / NFS / LUNs
• Networking (ex Cisco, F5)
  • General Knowledge
    • Firewalls / Routers / Switches
• Key Hardware Platforms
  • Cisco UCS (hyperconverged)
  • Dell Vxrail (hyperconverged)
• Documentation \xe2\x80\x93 creating and updating
• Security Standards
• Ticketing and Change Management
  • Remedy
  • SCCD
  • ServiceNow
• Soft Skills
  • Excellent inter-personal, written, and verbal communication skills.
  • Strong analytical and problem-solving skills.

Core Responsibilities:

• Troubleshoot and resolve VIRTUALIZATION issues by providing tier 2/3 incident ticket support
• Hands on experience to manage virtual desktops and applications with on-prem, Cloud native or hybrid deployments
• Provides technical assistance - via phone, email and/or remote access, and other appropriate channels
• Perform daily VIRTUALIZATION administration, maintenance, and updates, to including service packs, patches, hot fixes, and security configurations
• Understand process/plans for deploying and administering virtual machines, images, and virtual apps
• Understand and communicate HA/resiliency standards to ensure business and operational requirements are being met
• Monitor performance and ensure system availability and reliability
• Participate in off shift rotational work and/or after-hours on-call support rotations
• Advanced trouble shooting skills and identify the severity of the issue
• Prepare/coordinate RCA documentation
• Collaborate with global operational counterparts to support and discover opportunities for improvement via automation, process improvements, etc
• Achieves and adheres to established Service Level Agreements and Key Performance Indicators
• Contributes to the Operational knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention
• Documents cases, recommendations, and resolutions clearly in the CRM system

Who You Are You\xe2\x80\x99re good at what you do and possess the required experience to prove it. However, equally as important \xe2\x80\x93 you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused \xe2\x80\x93 someone who prioritizes customer success in their work. And finally, you\xe2\x80\x99re open and borderless \xe2\x80\x93 naturally inclusive in how you work with others. Required Technical and Professional Experience \xe2\x80\xa2 Deep expertise within specific technology domain areas (e.g., software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) \xe2\x80\xa2 Enterprise IT application experience \xe2\x80\xa2 Hands-on experience in at least one of the following: software development, DevOps engineering, systems administration, or systems architecture in public cloud AWS domain \xe2\x80\xa2 In-depth knowledge of Windows and Linux Operating Systems \xe2\x80\xa2 Must have experience driving for engineering solutions and working across teams \xe2\x80\xa2 Extensive experience and judgment to plan and accomplish goals \xe2\x80\xa2 Ability to apply general rules to specific problems to produce conclusions and responses. \xe2\x80\xa2 Ability to communicate effectively, both verbal and written \xe2\x80\xa2 Strong process improvement experience Preferred Technical and Professional Experience \xe2\x80\xa2 In depth knowledge of Amazon cloud hosting architecture with experience with AWS and Azure is a bonus \xe2\x80\xa2 Exceptional judgment and decision-making abilities \xe2\x80\xa2 Familiar with a variety of IT concepts, practices, and procedures \xe2\x80\xa2 Knowledge of design techniques, tools, and principals involved in production of precision technical plans, blueprints, drawings, and models \xe2\x80\xa2 Logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems \xe2\x80\xa2 Strong analytical and problem-solving skills with high attention to detail

Being You
Diversity is a whole lot more than what we look like or where we come from, it\xe2\x80\x99s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we\xe2\x80\x99re 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 \xe2\x80\x93 and everyone next to you \xe2\x80\x93 the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That\xe2\x80\x99s the Kyndryl Way.

What You Can Expect
With 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. Our employee learning hub gives you access to the best learning in the industry to receive certifications and accreditations, including Microsoft University, AWS Cloud Center of Excellence, Udemy, and the Harvard Business Review. 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.