Ipc 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 IPC Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. As a IPC 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 IPC 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 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
- 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.
- ITIL V4 Certification is must.

Preferred Skills and Experience
- H