Service Management Lead

Kyndryl

Bangalore, India
On-site
Itil-based itsm processes
Incident, problem, change, sla/slm
Mis reporting, dashboards, trend analysis
Ensuring customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism

Job Summary

  • Ensuring customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism.
  • Lead activities related to the implementation of Major Incident and Problem Management processes across the organization.
  • Perform Major Incident Reviews (MIR), capturing events and lessons learned.

Matching Summary

Ensuring customer communications, triage, 3rd party escalations and service resolution are all managed with urgency, care & professionalism.

Skills & Requirements

Must-have

  • ITIL-based ITSM processes
  • Incident, Problem, Change, SLA/SLM
  • MIS reporting, dashboards, trend analysis
  • Infrastructure, application, end-user support
  • High-pressure situations and major incidents
  • Strong communication and presentation skills

Nice-to-have

  • Growth mindset
  • Customer-focused
  • Open and borderless
  • Empathy and shared success

Key Requirements

  • 7+ Years of total experience in Service Management
  • 5-6 years of relevant experience in Incident, Change and Problem management
  • Data-driven mindset with attention to detail
  • B.E/B.Tech or similar degree

Work Rights

Not specified

Tailored Resume

Cover Letter