This role serves as the face and voice of Kyndryl, helping customers solve problems while combining tech support know-how with exceptional customer service skills
Job Summary
This role serves as the face and voice of Kyndryl, helping customers solve problems while combining tech support know-how with exceptional customer service skills.
The position involves leading Major Incident and Problem Management processes, taking full ownership from initiation through resolution, and conducting post-incident reviews to prevent future issues.
Kyndryl offers a 'start here, go anywhere' career path with opportunities for mentorship, certifications in Microsoft, Google, and Azure, and a culture focused on belonging and shared success.
Matching Summary
This role serves as the face and voice of Kyndryl, helping customers solve problems while combining tech support know-how with exceptional customer service skills.
Skills & Requirements
Must-have
7+ years total experience in Service Management
5-6 years Incident Change Problem management
Strong knowledge of ITIL-based ITSM processes
Hands-on experience with SLA/SLM
Expertise in MIS reporting dashboards trend analysis
Nice-to-have
Growth mindset eager to drive personal development
Customer-focused prioritizing customer success
Open and borderless inclusive work style
High level command and control during calls
Data-driven mindset with attention to detail
Key Requirements
7+ Years of total experience in Service Management
5-6 years relevant experience in Incident Change and Problem management