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Service Coordination

1 month ago

Bengaluru, Karnataka, India 5100 Kyndryl Solutions Private Limited Full time

Who We Are

At 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 – 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

Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a Service Coordinator, you'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.

At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.

You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.

As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.

With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.

Service Coordination & Delivery:

Oversee the day-to-day delivery and management of Office 365 services (e.g., Exchange Online, SharePoint, Teams, OneDrive).

Coordinate with internal teams and vendors to ensure timely implementation of Office 365 services and solutions.

Ensure that Office 365 services are operational and that all issues are resolved in a timely manner.

Serve as the primary point of contact for internal stakeholders regarding Office 365 service-related queries and escalations.

User Support & Troubleshooting:

Provide end-user support, troubleshooting, and issue resolution related to Office 365 services.

Collaborate with technical teams to resolve complex service issues and outages.

Monitor service performance and report on any service disruptions or planned maintenance.

Service Monitoring & Reporting:

Continuously monitor service performance and availability.

Track service level agreements (SLAs) and ensure compliance with agreed-upon service metrics.

Prepare and present regular reports on service usage, performance, and improvement recommendations.

Collaboration & Communication:

Liaise with the IT team, end users, and stakeholders to facilitate seamless communication and user satisfaction.

Ensure that Office 365 updates, changes, and maintenance schedules are communicated to all relevant parties in advance.

Documentation & Training:

Create and maintain documentation related to Office 365 service processes, procedures, and best practices.

Develop and deliver training sessions to end-users on best practices and new features of Office 365 applications.

Continuous Improvement:

Participate in the continuous improvement of Office 365 service offerings, ensuring that services evolve according to user needs and emerging trends.

Provide feedback for improving processes and workflows within the service delivery function.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you're open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience

Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).

2+ years of experience in IT service management or support roles, particularly with Office 365.

Hands-on experience with Office 365 suite (Exchange Online, SharePoint, Teams, OneDrive, etc.).

Basic understanding of ITIL or other service management frameworks.

Strong troubleshooting and problem-solving skills.

Excellent communication skills, both written and verbal.

Ability to work in a fast-paced environment and handle multiple priorities.

Certification in Office 365 or related Microsoft technologies (such as MS-100, MS-101, or ITIL Foundation) is a plus.

Preferred Skills and Experience

Office 365 Administration

IT Service Management (ITIL)

User Support and Troubleshooting

Communication & Coordination

Documentation & Reporting

Service Monitoring & SLA Compliance

Problem-Solving & Analytical Thinking

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're 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 – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's 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. 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 – 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.