Why Kyndryl
Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.
Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl.
For further information on privacy, please visit www.kyndryl.com/privacy.
Your Role and Responsibilities
As a Service Problem Manager working for a global provider of IT solutions, you will be working within a multi-supplier environment transforming into a SIAM model. The successful candidate will be maintaining overall Problem Management process and RCA deliveries, as well as building on the Process maturity during the transformation.
Responsibility:–
Govern Root Cause Analysis (RCA) record for any Severity 1 or high impact issues, based on the inputs from incidents management team, customer or SDM
Maintain Knowledge base for quicker resolution of any previously occurred and fixed incidents
Participate in any RCA ownership dispute calls and provide expert advice on the ownership resolution across all Vendors
Develop, co-ordinate and promote Problem management activities across the whole of and take responsibility for the effective functioning of the Problem management processes across all support areas
Ensuring that the Vendor problem manager documents, assigns and tracks Problem tickets to closure.
Ensure regular reporting on key service performance and quality metrics (in relation to Problem Management)
Review high severity (Sev.1 and potentially 2) problems to ensure all issues are being addressed.
Review problem records for process compliance; level of detail (customer info, date/time problem noticed, type of problem h/w s/w app, symptom description, resolution actions take to date, components), severity, timely updates, ensuring problems are entered in all instances.
Identify and communicate process requirements/process improvement suggestions to the competency team
Produce metrics for service performance and customer satisfaction both on regular and an ad hoc basis
Required Technical and Professional Expertise
Problem design and implementation experience
Experience working with Problem processes and tools related
Good knowledge on Technology (Network, Applications, Infrastructure)
Service Management & ITIL exposure
Previous experience within a SIAM environment (Highly desirable)
SNOW tool experience (Highly desirable)
Atleast 6+ years of overall experience in IT
Preferred Technical and Professional Experience
ITIL Intermediate OSA, SOA or ITIL Service Operations (Required)
SIAM Foundation (Highly desirable).
Required Education
Bachelor’s Degree
Preferred Education
Master’s Degree
Country/Region
India
State / Province
MULTIPLE
City / Township / Village
MULTIPLE CITIES
City / Township / Village 1
IN_TN_CHENNAI
City / Township / Village 2
IN_AP_HYDERABAD
City / Township / Village 3
IN_KA_BANGALORE
City / Township / Village 4
IN_UP_NOIDA
City / Township / Village 5
IN_HR_GURGAON
Being You @ Kyndryl
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other things to know
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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
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