Job Description

Your Role and Responsibilities

• Accountable for effective management of Service Support (Incident, Problem, Change Management) processes and compliance of the processes in BAU. Functional responsibility of the Service Support team.
• Accountability for audibility of the documented Incident, problem and change process
• Deploying the documented process, including education of process users during deployment.
• Ensuring improvements to the process through required service improvements plans.
• Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested.
• Monitoring regular process measurements.
• Address and analyze negative trends that impact effectiveness or efficiency of the IPC processes.
• Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions.
• Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.
• Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution.
• Orchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged.
• Acting as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident.
• Determining the impact and urgency of an incident and assigns priority.
• Creates a resolution plan outlining actions to resolve and recover incident.
• Responsibilities to Resolve, Recover and Close. Determines most appropriate approach to be used in resolving and recovering incident.

Required Education

Bachelor's Degree

Role ( Job Role )

Service Coordinator

Primary job category

Technical Specialist

Company

(Y030) Kyndryl Solutions Private Limited

Contract type

Regular

Employment Type

Full-Time

Is this role a commissionable/sales incentive based position?

No

Travel Required

No Travel

Preferred Education

Master's Degree

Being You @ Kyndryl

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Technical and Professional Expertise

• Invokes Problem Management process where further investigation into root cause is required
• Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.
• Configuration Management Activities
• Identify the configurable items.
• Record and prepare a report for all configurable items.
• Verify and conduct an audit of all configurations are as per the requirements.
• Configuration management documents how you will monitor and control changes. It; i a process of defining configurable items (product, service, result, and component) and controlling changes to such items.
• The configuration management plan keeps version control of the product. Here you can keep a log of all the changes made to any version of the product for review.

Preferred Technical and Professional Experience

• Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication.
• Proficient in using MS Office tools.
• ITIL v3/4 (Inter/Expert)
• Good understanding of infrastructure technologies
• Understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database

Position Type

Early Professional

Other things to know

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Why Kyndryl

Our world has never been more alive with opportunities and, at Kyndryl, we're ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress - dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we'll provide plenty of opportunities to make that happen. Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl. For further information on privacy, please visit www.kyndryl.com/privacy.