Service Management Incident Change UAE National

Kyndryl; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A global IT services provider seeks an Incident / Change Manager in Abu Dhabi. The role focuses on delivering IT services, managing incident processes, and enhancing service delivery. Ideal candidates have 5 years in Operations Management, strong ITIL knowledge, and excellent problem-solving skills. Competitive salary and benefits, including housing and education support for children, are offered.

Benefits

Competitive salary

Housing allowance

Transportation benefits

Educational support for children

Annual flight home

Comprehensive medical coverage

Group life insurance

Qualifications

• 5 years of Operations Process Management experience in multi-vendor environments.
• Strong background in ITIL frameworks and operational/project management experience.
• Customer-focused with a mindset for growth.

Responsibilities

• Manage service requests and resolve customer issues.
• Ensure compliance with Incident, Problem, and Change Management processes.
• Drive process improvements through regular monitoring.

Skills

Operations Process Management

ITIL Frameworks

Problem-solving skills

Communication skills

Interpersonal skills

Education

ITIL Foundation Certified

ITIL Intermediate Certified

Certified Incident Manager

Certified Change Manager

Job description

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 an Incident / Change Manager and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. You\u2019ll 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\u2019ll 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\u2019ll 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.

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\u2019re 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\u2019s 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\u2019t 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\u2019re 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\u2019re open and borderless naturally inclusive in how you work with others.

We are seeking a Incident / Change Manager with extensive experience in operations process management within multi-vendor environments. This role requires a strong background in ITIL frameworks and operational or project management experience.

Required Skills and Experience :

• UAE National
• Experience : 5 Years Operations Process Management within multi-vendor environments with ITIL

Preferred Skills and Experience :

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work effectively in a dynamic, fast-paced environment.
• Experience with incident management and root cause analysis / Proven ability to lead and manage change initiatives.
• Certified Incident Manager / Certified Change Manager
• Certifications : ITIL Foundation Certified , ITIL Intermediate Certified, Certified Incident Manager

Kyndryl Benefits :

• Competitive salary
• Housing allowance
• Transportation benefits
• Educational support for children
• Annual flight home
• Comprehensive medical coverage
• Group life insurance

Being You

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 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 nd 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.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter wherever you are in your life journey. Our employee learningprograms give you access to the best learning in the industry to receive certifications, includingMicrosoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.