Service Coordinator

**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. The position is with the Infrastructure Services business of "Kyndryl". This business unit supports client IT Infrastructure (Servers, Networks, Info Sec, Service Management etc.) **Responsibilities include** - 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 analyse 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. - 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. 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. 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 t