Service Management Manager
- Kyndryl
- 6 - 8 years
- Mumbai
- 3 months ago
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Job Description
Job Description
At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.
You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes. You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.
As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution. You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.
With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.
If you're a passionate problem-solver with a drive to deliver the best possible IT services, then this is the perfect opportunity for you. Come join us at Kyndryl and let's work together to create innovative and progressive technical solutions for our customers and our communities.
Role & responsibilities
- At least 6-7 years of experience in Incident/ Problem /Change Management
- Accountability for audibility of the documented Incident, problem and change process
- Deploying the documented process, including education of process users during deployment
- Ensuring improvements to the process through required service improvements plans.
- Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested
- Monitoring regular process measurements
- Address and analyze negative trends that impact effectiveness or efficiency of the IPC processes
- Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions
- Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
- Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution
- Orchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged
- Acting as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident
- Determining the impact and urgency of an incident and assigns priority.
- Creates a resolution plan outlining actions to resolve and recover incident.
- Responsibilities to Resolve, Recover and Close. Determines most appropriate approach to be used in resolving and recovering incident. Invokes Problem Management process where further investigation into root cause is required
- Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.
- Validate 300-350 changes monthly and join CRB calls & Change clearing calls
- Reviewing the quality of changes, ensuring the record status is accurately reflected via generated reports
- Measuring change success against committed KPIs pertaining to Change Management process
- Collaborate with stakeholders to define and document service level agreements, performance metrics, and monitoring procedures.
- Ensure that SLAs are aligned with organizational goals and client expectations.
- Develop and implement processes for monitoring SLA performance and compliance.
- Analyze performance data and trends to identify areas for improvement and provide actionable insights.
Preferred Skills and Experience
- Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication.
- Proficient in using MS Office tools.
- ITIL v3/4 (Inter/Expert)
- Good understanding of infrastructure technologies
- Basic understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database
- Familiarity with contract management and negotiation.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: Incident ManagementEmployement Type: Full timeContact Details:
Company: KyndrylLocation(s): Mumbai
Keyskills: Change Management Problem Management Incident Management Cloud
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Kyndryl
About Company: 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 ...
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