Kyndryl, Inc. Hiring for Lead II, Service Coordination at Bangalore, India Full Time

Your Role and Responsibilities

• The Service Level Manager is responsible for the quality and integrity of the Service Level Management process.

• He/she is the interface to the customer and to the other process managers to formulate and agree an appropriate Service Level Management structure for the account, in line with contractual requirement.

• His or her role are: – Negotiates and agrees Service Level Agreements with the Customer.

• Support SLA owner stakeholder/practice to Negotiates and agrees the Operational Level Agreements with the Service Provider.

• Support SLA owner stakeholder/practice to Negotiates and agrees with both the Customer and Service Provider any Service Level Requirements for any proposed new / developing services.

• Analyses and reviews Service Performance against the SLAs.

• Addresses service level management issues and escalates as appropriate.

• Manages identification of possible cases for service level relief where IBM believes there is a case for relief from service level credits and prepares relief requests in accordance with contract provisions.

• Ensures that service level breaches are analysed and that the cause of the breaches is assigned correctly between IBM systems and practices/practitioners or clients as applies – Conducts annual (as appropriate) reviews with customer for add/delete/modify and SLAs.

• Acts as co-ordination point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.).

• Ensures that appropriate changes are assessed for their impact.

• Works with Delivery Project Executives and other areas to investigate discrepancies or rectify incomplete data/information.

• Analyzes collected data.

• Works with Delivery Project Executives to assure that positive/negative trends and incidents are identified and resolved. Initiates corrective action.

• Insures that drill down analysis is performed where necessary to identify root causes of negative trends.

• Analyzes performance trends and problem impacts.

• Analyzes and report on trends across different lines of business.

• Documents results of data analysis.

Required Technical and Professional Expertise

• Overall 8+ years of experience.

• At least 5+ years of experience in SLA Management/Service Management.

• Skill required: – Analytical skill – good negotiation skill/client relationship – Generating and publishing reports.

• Track & follow-up with designated group, service provider to ensure that service level commitments are adhered to.

• Develop/ generate MIS reports as per IBM specified requirements on periodic basis.

• Technical Skills – ITIL trained/certified – Graduate degree or equivalent qualification in Computer Science, Information & Technology.

• Proficiency in using spreadsheet tools preferably Lotus Symphony and MS Excel.

• Excellent IT skills and a sound working knowledge of PC platforms.

• Good knowledge in reporting tools (Web report, Security Compliance Analytics and Software Usage Analytics).

• SOFT SKILL: – English Speaking is a MUST – High level Communicator with good written and verbal skills.

• Quick learner and flexible – Interpersonal skills – Problem solving and diagnostic skills – Telephonic skills – Team working skills.

Preferred Technical and Professional Experience

• Experience: At least 7+ years of experience in SLA Management/Service Management.

• Skill required : – Data Analytical skill – Experience in SLA negotiation.

• Generating and publishing report.

• Develop/ generate MIS/SLA reports.

• Technical Skills – ITIL trained/certified – Graduate degree or equivalent qualification in Computer Science, Information & Technology.

• Proficiency in using spreadsheet tools preferably Lotus Symphony and MS Excel.

• knowledge in reporting tools (Web report, Security Compliance Analytics and Software Usage Analytics).

• SOFT SKILL: – English Speaking is a MUST – High level Communicator with good written and verbal skills.

Required Education Bachelor’s Degree

Preferred Education Bachelor’s Degree

Country/Region India

State / Province KARNATAKA

City / Township / Village Bangalore

Being You @ Kyndryl

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

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 Some travel may be required based on business demand

Company (Y030) Kyndryl Solutions Private Limited

Is this role a commissionable/sales incentive based position? No

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.