Service Management: Incident/Change (UAE National)

Kyndryl; Abu Dhabi; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Incident/Change Manager to lead IT service delivery and ensure exceptional customer support. In this dynamic role, you will manage service requests, drive process improvements, and collaborate with diverse teams to enhance service efficiency. With a strong ITIL background and a passion for problem-solving, you will be at the forefront of delivering innovative solutions. This position offers growth opportunities, hands-on experience, and the chance to make a significant impact within a fast-paced environment. Join us and help shape the future of IT services!

Benefits

Housing allowance

Educational support for children

Annual flight home

Group life insurance

Qualifications

• 5+ years in Operations Process Management within multi-vendor environments.
• Strong ITIL background and operational/project management expertise.

Responsibilities

• Manage Service Support processes including Incident, Problem, and Change Management.
• Document and update service management procedures and monitor SLAs.

Skills

Operations Process Management

ITIL

Analytical Skills

Problem-Solving Skills

Communication Skills

Interpersonal Abilities

Incident Management

Change Management

Education

ITIL Foundation Certification

ITIL Intermediate Certification

Certified Incident Manager

Job description

Join Kyndryl as an Incident/Change Manager

Take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers. 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 IT teams, end-users, and stakeholders across the organization to ensure service delivery aligns with business needs. Your responsibilities include documenting and updating service management procedures, monitoring SLAs, and maintaining ITSM systems for efficient service delivery.

You will manage Service Support processes, including Incident, Problem, and Change Management, ensuring compliance and driving process improvements through service improvement plans. You will monitor process measurements, address negative trends, and provide ongoing education to process users as needed.

Perform post-resolution incident reviews, evaluate incident resolution effectiveness, and coordinate incident recovery efforts. Invoke problem management processes for root cause analysis and communicate incident status to customers throughout the lifecycle.

If you're a passionate problem-solver committed to delivering top IT services, this is your opportunity to join us at Kyndryl and create innovative solutions for our customers and communities.

Your Future at Kyndryl

Every position offers growth opportunities, hands-on experience, learning, and certification in major platforms. Whether broadening your knowledge or specializing, you will find your opportunity here.

Who You Are

You are experienced, growth-oriented, customer-focused, and inclusive. We seek an Incident/Change Manager with extensive operations process management experience in multi-vendor environments, strong ITIL background, and operational or project management expertise.

Required Skills and Experience

• UAE National
• Experience: 5 years in 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, root cause analysis, and leading change initiatives
• Certifications: ITIL Foundation, ITIL Intermediate, Certified Incident Manager

Benefits

• Housing allowance
• Educational support for children
• Annual flight home
• Group life insurance