Service Management Lead

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 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 RoleJoin Kyndryl as a Service Management Lead and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers As a Service Management Lead 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 The position is with the Infrastructure Services business of Kyndryl This business unit provides Managed IT Services to clients in India South Asia This business unit supports client IT Infrastructure Servers Networks Info Sec Service Management etc Accountable for effective management of Service Support Incident Problem Change Management Config Management Security Inventory Management processes and compliance of the processes in BAU Functional responsibility of the Service Support team Responsibilities includeAccountability for audibility of the documented Incident problem and change process xe2x80x8bDeploying the documented process including education of process users during deploymentEnsuring 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 requestedMonitoring regular process measurementsAddress and analyze negative trends that impact effectiveness or efficiency of the IPC processesEnsuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functionsEnsuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process executionPerforming post-resolution incident reviews and evaluating the effectiveness of incident resolutionOrchestrate Incident Recovery by driving Incident Bridge Consolidating an integrated resolution plan when multiple competencies Business Units are engagedActing as coordinator for multiService Provider for Severity 1 Incidents Major IncidentDetermining 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 Invokes Problem Management process where further investigation into root cause is requiredCommunicates status to customer of High priority incident throughout the Incident Lifecyle as per communication plan Validate 300-350 changes monthly and join CRB calls Change clearing callsReviewing the quality of changes ensuring the record status is accurately reflected via generated reportsMeasuring change success against committed KPIs pertaining to Change Management processCollaborate with stakeholders to define and document service level agreements performance metrics and monitoring procedures Ensure that SLAs are aligned with organizational goals and customer expectations Develop and implement processes for monitoring SLA performance and compliance Analyze performance data and trends to identify areas for improvement and provide actionable insights 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 Management Lead 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 Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career We have opportunities that you wont 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 AreYoure 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 youre open and borderless naturally inclusive in how you work with others Required Skills and ExperienceMust have over 8 years of experience At least 6-7 years of experience in Incident Problem Change ManagementCandidates must have a strong understanding of SLAs including their configuration within the tool and the ability to create process documents from scratchMust have extensive knowledge of all associated IPC processes as well as a strong understanding of SLAs including their measurement configuration and reportingGraduate degree or equivalent qualification in Computer Science Electronics telecommunication Proficient in using MS Office tools ITIL v3 4 Inter Expert Good understanding of infrastructure technologiesBasic understanding of Hybrid Cloud IaaS PaaS Architecture Networking Knowledge Storage databaseFamiliarity with contract management and negotiation Candidate should have a valid Indian passportThe passport should have a validity of minimum 5 years on the date of joiningPreferred Skills and ExperienceITIL certifiedHigh level communicator with good written and verbal skillsBeing YouDiversity is a whole lot more than what we look like or where we come from its how we think and who we are We welcome people of all cultures backgrounds and experiences But were 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 Thats 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 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 Us during the application process select xe2x80x98Employee Referral and enter your contact s Kyndryl email address