Ipc Coordinator

6 months ago

Mumbai, India Kyndryl Full time

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 - 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.
- ITIL, Problem Management, Incident Management, Change Management, IPC Trend Analysis,
- At least 7-12 years of experience in IPC, Proficient in using MS Office tools, ITIL v3/4 (Inter/Expert),
- Excellent communication skills.
- Accountable for effective management of Service Support processes and compliance of the processes in BAU. Functional responsibility of the Service Support team.
- Good understanding of infrastructure technologies, 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.
- Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.
- Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution.
- Invokes Problem Management process where further investigation into root cause is required. Hands-on experience in driving the RCAs. pro-active problem management
- Follow-ups on pending incidents, backlogs, doing the trend analysis and co-ordination with multiple teams.
- Good understanding of change management process. Communication, coordination, governance of change management end to end. Familiar with CAB, ECAB etc.

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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
- Expertise in desktop, technical, and help desk support, incident management, and service improvement
- Experience in SLA Management/Service Management
- Expertise in customer service and customer communications

Preferred Skills and Experience
- ITIL certified
- High level communicator with good written and verbal skills

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. 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.

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