Your role extends beyond technical expertise - it's about understanding our customer industries and how they utilize our products to achieve their desired outcomes. You'll work in tandem with Delivery Managers to ensure that these customer service priorities are met. You'll steer your squads past technology and process roadblocks, leveraging Kyndryl Bridge's unique data insights to tailor improvements and enhance service stability.

As the go-to technical resource, you'll take the lead in troubleshooting and resolving complex service-related issues while ensuring that squad workloads align with business priorities. Your ability to communicate effectively will be crucial as you engage with client stakeholders, maintain synchronization on project progress, and provide valuable feedback to help squad members grow. You'll represent the team at user group meetings, leadership gatherings, and client interactions, deftly navigating complex scenarios as they arise.

You'll play a pivotal role in interdisciplinary service improvements projects, collaborating with other squads and creating agile teams to meet customer evolving needs. Setting and achieving challenging yet attainable team targets will be second nature to you, aligning with business metrics, performance standards, and SLAs while diligently managing individual and team performance.

As a Services Delivery Team Lead, you'll have the opportunity to leverage cutting-edge data-driven insights and AI services, following best practices to tackle intricate data management challenges and deliver data modernization and platform management services. Ideally, you'll possess both a technical background and well-developed interpersonal skills - bridging the gap between the technical and account leadership worlds and fostering a deep understanding of the team's technical resolutions.

If you're ready to lead, innovate, and drive services delivery excellence that make a difference - join us at Kyndryl and help deliver real-world impact through technology and collaboration.

Project management

• Accountable for effective management of Service Support processes and compliance of the processes in BAU. Functional responsibility of the Service Support team.
• Good understanding of infrastructure technologies, 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.
• Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.
• Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution.
• Invokes Problem Management process where further investigation into root cause is required. Hands-on experience in driving the RCAs. pro-active problem management
• Follow-ups on pending incidents, backlogs, doing the trend analysis and co-ordination with multiple teams.
• Good understanding of change management process. Communication, coordination, governance of change management end to end. Familiar with CAB, ECAB etc.
• Co-ordinating with different technical towers, Service management team, PM/DPE and client to ensure all day-to-day operations (tickets) are closed withing SLA.
• Govern / Drive continuous improvement and optimization initiatives.

Your Future at Kyndryl
Kyndryl has a global footprint, which means that as a technical leader at Kyndryl, you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you won't find anywhere else.

Who You Are

Who You Are
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.

Required Skills and Experience

• ITIL, Problem Management, Incident Management, Change Management, IPC Trend Analysis,
• At least 7-12 years of experience in IPC, Proficient in using MS Office tools, ITIL v3/4 (Inter/Expert)

Preferred Skills and Experience

• Bachelor's degree with excellent communication skills.
• Experience with an ITIL driven service organization

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.