Itsm Tool Administrator

**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**

As an Account Technical Services Professional, you will be a key part of the seamless operation of highly critical IT systems. At Kyndryl, we're not just solving technical puzzles - we're transforming the way businesses thrive in the digital age.

In this role, you'll be crucial in ensuring our customers' IT environments meet their every business need. You won't just offer support; you'll orchestrate system setup and installation, ensuring all components are working appropriately. When issues arise, you'll be there, ready to troubleshoot and resolve them with a swift and expert hand.

You will be the catalyst for improved business performance - diagnosing issues and offering technical solutions. You'll be the one responding to tickets, meeting SLAs with a sense of urgency, and ensuring systems are patched and compliant. Your expertise will reshape business processes and operations, introducing best practices that elevate our customers to new heights.

Your guidance will be essential, mentoring and assisting your team members, ensuring everyone is equipped with the knowledge and skills to excel. It's not just about solving problems; it's about ensuring that the technical solutions we provide align perfectly with our customers’ unique needs.

As an Account Technical Services Professional, you will have the opportunity to collaborate closely with our customers, Kyndryl’s expert technical teams, and our esteemed Alliance partners. Together, we'll shape the future of IT services, pushing the boundaries of what's possible.

If you're ready to be a part of a team that thrives on challenge, innovation, and delivering exceptional service - Kyndryl is the place for you.

**Role and Responsibilities**:
5+ years of experience in configuration and management of ITSM Tools including ManageEngine SDP, OPM and App Manager.

ITIL V4 certified and good understanding of major ITSM services areas of Configuration, Incident, Request, Change, Problem, Known Error, and Knowledge Management.

Manage and administer the implementation, configuration, and maintenance of ManageEngine monitoring tools, including OpManager, Applications Manager, App Dynamics and Network Configuration Manager.

Knowledge and experience in configuring ticket exchange with third-party integrations for ManageEngine.

Experience in ManageEngine products like (OPM), ITSM Ticketing (SDP), APM (App Manager), Key Manager Plus, App Dynamics, Analytics Plus, AD Self Service Plus, SDP ticketing tools and Automation.

Experience in configuring dashboards, SLA calculations, key ITIL delivery metrics & KPIs, and views/reports for various roles.

Day to day administration of ManageEngine, ITOM modules such as, Op Manager, App Manager, Key Manager Plus, App Dynamics, Analytics Plus, AD Self Service Plus, SDP ticketing tools, AD360, VM+.

Install, configure, and upgrade monitoring tools to ensure optimal performance and functionality.

Customize monitoring configurations to align with organizational requirements and objectives.

Monitor and manage system events, alerts, and notifications generated by the monitoring tools.

Prioritize and respond to critical alerts, troubleshooting and resolving issues in a timely manner to minimize downtime and impact on business operations.

Generate and analyze reports on system performance, availability, and health using built-in reporting features of ManageEngine monitoring tools.

Manage network device configurations using Network Configuration Manager, ensuring compliance with configuration standards and policies.

Perform configuration backups, audits, and change tracking to maintain configuration integrity and consistency.

Automate routine monitoring tasks, workflows, and remediation processes to improve operational efficiency and reduce manual effort.

Maintain comprehensive documentation of monitoring tool configurations, procedures, and best practices.

Your Future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career. As an expert in your respective domain, you have several career paths available to you. Whether you progress as an Architect or a Specialist - you can find your next opportunity here.

**Who You Are**

Required Skills and Experience
- Technical knowledge and expertise in the given technology/service domain
- 5+ years of experience in ManageEngine.
- Experience working in a customer facing environment
- Effective problem-solving skills to address issues and optimize with smarter way of working

Preferred Skills and Experience
- Bachelor’s degree in Computer Science, Information Technology, or related technical field

**Being You**