Kyndryl is seeking a Major Incident Manager to oversee the timely and effective resolution of customer issues while delivering exceptional IT services. In this role, you will coordinate service requests and maintain constant communication with customers throughout the service process. Your responsibilities will include managing Service Support processes such as Incident, Problem, and Change Management, ensuring compliance with established procedures, documenting and updating service management procedures and workflows, monitoring service level agreements (SLAs), and driving process improvements through service improvement plans. You will also conduct post-resolution incident reviews, perform root cause analyses, and develop reporting mechanisms to identify areas for improvement.
Key Responsibilities:
- Oversee and manage major incidents, ensuring timely resolution and minimal operational impact.
- Document and maintain major incident management procedures.
- Conduct root cause analyses and create related problem records.
- Develop reporting mechanisms to track performance and identify improvement areas.
Who You Are:
The ideal candidate will have extensive experience in operations process management within multi-vendor environments, a strong background in ITIL frameworks, and operational or project management experience. A growth mindset, customer focus, and effective communication skills are essential to succeed in this role.
Required Skills and Experience:
- Minimum of 10 years in Operations Process Management within multi-vendor environments.
- ITIL Foundation Certified, ITIL Intermediate Certified, Certified Incident Manager.
Preferred Skills and Experience:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Experience with incident management and root cause analysis.
- Proven ability to lead and manage major incidents.
Benefits:
- Competitive salary
- Housing allowance
- Transportation benefits
- Educational support for children
- Annual flight home
- Comprehensive medical coverage
- Group life insurance
Diversity Commitment:
Kyndryl values diversity and inclusion, welcoming individuals from all cultures and backgrounds. This commitment aims to create a supportive environment that allows everyone to bring their whole self to work.
