Service Coordinator

**Why Kyndryl**

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. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

**Your Role and Responsibilities**
- 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) 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.

**Required Technical and Professional Expertise**
- At least 3-7 years of experience in Incident, Problem & Change Management.
- Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication.
- Proficient in using MS Office tools.
- ITIL v3/4 (Inter/Expert).
- Good understanding of infrastructure technologies.

**Preferred Technical and Professional Experience**
- ITIL.
- Good understanding and hands-on on Service Management (Incindet, Problem and Change).

**Required Education**

Bachelor's Degree

**Preferred Education**

Master's Degree

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 (KINs) 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.

**Other things to know**

**Primary Job Category**

Technical Specialist

**Role (Job Role)**

Service Coordinator

**Employment Type**

Full-Time

**Contract Type**

Regular

**Position Type**

Early Professional

**Travel Required**

No Travel

**Company**

(Y030) Kyndryl Solutions Private Limited

**Is this role a commissionable / sales incentive based position**

No