Kyndryl, Inc. Hiring for Service Coordinator -Problem Management at PUNE, India Full Time

Your Role and Responsibilities

The Problem Manager will at times be called upon to perform additional tasks in support of the Service Management community which leverage off the skills of the individual. The Manager, Problem Management should authorise all such requests

•Provide coaching and support to other members of the Problem Management team, and to all staff involved in the execution of Problem Management

•Facilitate, manage or follow-up PIRs as directed by the account functional lead

•Back up the Incident Management team, including managing incidents or major incidents, as directed by the account functional lead

•Be responsible for ensuring quality outcomes and that standards are adhered to at all times

•Ensure that procedural and training documentation is up to date at all times

•Back up the Manager, Problem Management as required

•Perform other appropriate tasks as directed by the Manager, Problem Management

•Perform other appropriate tasks as directed by the account functional lead

Required Technical and Professional Expertise

Engage in teamwork and able to provide direction / assistance to team members, Account Team, suppliers and stakeholders

•Demonstrated ability to lead teams and drive to specific project-based results, in a cross-competency / cross-service line setting

•Must be assertive and show a very high level of initiative in all activities

•Must be analytical and decisive

•Demonstrated IT Problem Management skills

•Demonstrated Trend Analysis skills

•Must be self motivated and proactive

•Must have extremely strong written and verbal communication skills

•Must have strong, demonstrated ability to perform data analysis, apply standard statistical analysis techniques and draw conclusions from the results

•Experience in managing small projects (at a minimum) and achieving result to deadlines

•Strong background in the IT industry

•IT Service Management concepts, including IBM’s process frameworks (ESMA, EOP, ITUP) and ITIL

•Strong leadership, interpersonal and team skills

•Effectively meet commitments, able to identify issues and recommend appropriate trade off decisions

•Effectively communicate with all levels of the organisation / client organisation

•Extensive knowledge of the IBM internal organisation, processes and supporting tools. Including – Incident, Problem & Change Management, and Crisis Management

•Strong knowledge of Service Levels

•Strong understanding of Business Controls

•The ability to manage and coordinate multiple complex tasks

•Demonstrated ability to work effectively and efficiently under pressure

•Demonstrated ability to prioritise activities and achieve goals

•Customer facing and customer relationship management skills

• Ability to articulate and compare alternative approaches

• Ability to apply creativity and judgment to professional, technical, or operational issues and problems

• Effectively and independently generate solutions, based on analytical skills and professional knowledge of the business and its processes

• Perform Successful Negotiations – negotiates to define approaches and goals

•Ability to advise other professionals. Effectively utilise group dynamics

•Utilise expertise to directly influence people outside department or function. Sometimes where no precedent exists

Preferred Technical and Professional Experience

•Familiar with operational support requirements, service level objectives, measurement tracking, and able to accurately report status to appropriate levels of management

•Demonstrate relevant IT experience within IBM or external, e.g. Customer facing roles, IT Management, Project Management

•Knowledge of the Service Delivery Baseline

•Strong knowledge of the underlining technology in their portfolio

•Managing / Leading in a Matrix environment

•Use of Adaptive Leadership Styles

•Apply Communication Skills

•Desktop skills

•Network concepts

•IT Service Management concepts, including IBM’s process frameworks (ESMA, EOP) and ITIL

Required Education Bachelor’s Degree

Preferred Education Bachelor’s Degree

Country/Region India

State / Province MULTIPLE

City / Township / Village MULTIPLE CITIES

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