We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Our people are at the center, 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. In October 2020, IBM announced it's intention to separate the IT Infrastructure Services unit of its Global Technology Services division into a new, separate public company, creating two industry-leading companies - IBM and Kyndryl. The spin-off is expected to be completed by the end of 2021. To find out more about Kyndryl, including information relating to privacy, please visit Kyndryl.com.
Please be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBM’s portal, please continue to use this account to access IBM and Kyndryl jobs.
Your Role and Responsibilities
Your Role and Responsibilities :
Handle and also coordinate incident resolution and critical issue resolution across towers and customer groups, chair calls, interact with partners across geographies and locations.
Perform low severity Incident Management and escalation management for the account(s). This includes reporting, coordination with the other teams, including vendor & customer teams.
Assist the account in meeting ticket SLAs and drive MTTR reduction across teams.
Demonstrate excellent knowledge of the entire scope of support. Demonstrate excellent problem solving abilities. Take ownership of escalated tickets.
Work closely with the Account SDMs to drive tower wise open tickets and escalations to closure.
Manage relationships with the Client Service Managers and be the face of the service desk on cadence/governance calls.
Ensure the customer satisfaction is met on escalated tickets and expedite requests.
Ensure that the partners are regularly updated about the escalations and actions taken, road blocks, resolution.
Take new actions within the team to improve processes and share standard methodologies, ability to collaborate across multiple teams for process improvement and standardization.
Daily huddles to discuss ongoing account specific issues with infrastructure and daily updates to the team on escalations and open ticket management.
Any other job responsibility in line with the account / contract requirements
The band for the role can vary depending on scale and complexity associated with the account, the level and nature of partner and client interaction involved, amount of decision-making / independence required in execution of assigned responsibilities etc.
Required Technical and Professional Expertise
- Minimum 2 years of experience in IT Services Delivery
Proven communication skills.
Should be willing to work in shifts along with the team in customer business time.
Ability to work in a team with willingness to learn and drive to achieve.
Proactive and focussed on Metrics.
Compliance - 100% IT-Sec and on time and accurate ILC clocking in last 6 months
Awareness on GDF, PBA, SLA/SLO Metrics
Trouble-shooting Win Xp.Win7 &: Linux- Mastered
Should have worked on Lotus Notes Client issue
Working knowledge of software like SEP
Working knowledge on MS- Office Suite and Symphony
Troubleshooting networking issues (VPN, Ethernet, and Wireless)
Should have a proven attendance record
Preferred Technical and Professional Experience
State / Province
City / Township / Village
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
Role ( Job Role )
Technical Support Representative
Fixed Term - Long Term
(Y030) Kyndryl Solutions Private Limited
Is this role a commissionable/sales incentive based position?