Kyndryl Looking for Service Coordinator – IT Service Management at India

Kyndryl; India; On-site; INR 12,00,000 - 15,00,000; Full time

Job summary

A leading IT solutions provider is seeking a Service Problem Manager to maintain the overall Problem Management process, focusing on high-impact issues and RCA documentation. Candidates should have at least 6+ years of experience in IT, a Bachelor's degree, and knowledge of ITIL and SIAM environments. This full-time role is based in India with no travel required.

Qualifications

• Bachelor’s Degree required, master's preferred.
• At least 6+ years of overall experience in IT.
• Experience in a SIAM environment is highly desirable.

Responsibilities

• Oversee RCA for high-impact issues.
• Maintain knowledge base for incident resolutions.
• Ensure compliance of problem records and timely updates.
• Produce metrics for service performance.

Skills

Problem design and implementation

Experience with Problem processes

Knowledge on Technology

Service Management & ITIL exposure

6+ years in IT

Education

Bachelor’s Degree

Tools

SNOW tool

Job description

523567BR

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