Who We Are
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
The Role
A Change and Problem Management Coordinator is responsible for overseeing the processes related to change management and problem resolution within an organization. They ensure that changes are implemented smoothly and efficiently, and that problems are identified, analyzed, and resolved in a timely manner.
Roles and Responsibilities
Change Management:
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- Planning and Coordination: Develop and implement change management plans, ensuring minimal disruption to business operations.
- Approval Process: Facilitate the approval process for changes, ensuring all necessary stakeholders are informed and involved.
- Communication: Communicate changes effectively to all relevant parties, including IT teams, management, and end-users.
- Documentation: Maintain detailed records of all changes, including the rationale, implementation steps, and outcomes.
- Risk Assessment: Identify and assess potential risks associated with changes, and develop mitigation strategies.
Problem Management:
- Problem Identification: Detect and log problems reported by users or identified through monitoring systems.
- Root Cause Analysis: Conduct thorough investigations to determine the root cause of problems.
- Resolution Coordination: Coordinate with various teams to develop and implement solutions to problems.
- Documentation: Document all problem management activities, including root cause analysis, resolution steps, and lessons learned.
- Continuous Improvement: Analyze problem trends and recommend improvements to prevent recurrence.
Collaboration and Communication:
- Stakeholder Engagement: Work closely with stakeholders to understand their needs and ensure their requirements are met.
- Team Coordination: Collaborate with IT teams, service desk staff, and other departments to ensure effective problem resolution and change implementation.
- Reporting: Generate and present reports on change and problem management activities, highlighting key metrics and outcomes.
Compliance and Standards:
- Adherence to Policies: Ensure all change and problem management activities comply with organizational policies and industry standards.
- Audit Support: Assist with internal and external audits related to change and problem management processes.
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 Technical and Professional Expertise:
7 to 8 Years experience as a Service Delivery Manager, specifically in managing infrastructure projects within or similar large-scale enterprise environments.
- Experience in Change and Problem management process.
- Understanding of IT systems, networks, and software applications.
- Ability to analyze complex problems and develop effective solutions.
- Strong verbal and written communication skills.
- Excellent planning and organizational abilities.
- Ability to work collaboratively with various teams and stakeholders.
- Meticulous attention to detail in documentation and process management.
- Experience participating in IT system operation projects, knowledge equivalent to ITIL Foundation
- Monitor customer infrastructure and act as first point of contact for any alerts registered on the monitoring tool.
- Managing Team of language & technical members; Act as the central communication point for interpretation and translation.
- Experience of successfully managing the delivery of multiple projects.
- Develop working relationships with support and delivery teams, management and liaise with support areas as required.
- Perform root cause analysis, resolution and / or critical issue for production systems.
- Hands-on experience in latest project management methods and tools such as SCRUM, Design Thinking, JIRA, Trello.
Preferred Technical and Professional Experience:
- Systematic and troubleshooting skills.
- Certifications in cybersecurity, cloud computing, or project management.
- Change Control, Change Management, Problem Management, Compliance, Cost Management.
- Risk Mitigation, Scope Management, Stakeholder Management, Strategic Roadmaps, Strategy Development has context menu.
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.