Picture yourself as the orchestrator of a global symphony, coordinating our customers' unique needs with the standardized service offerings provided by Kyndryl across the world. You'll be able to harmonize these elements efficiently, identifying opportunities for enhancement and swiftly resolving any shortages through meticulous scheduling. It's a complex ballet, but you'll excel at it - even in the face of major critical situations.

You will work closely with Delivery Project Executives and account teams to determine resource allocation, select the right tools, define procedures, and establish security, privacy, and quality policies. Your expertise will be critical in evaluating risks and setting delivery times and conditions across a spectrum of scenarios, including major critical situation management. Together, you'll define Service Level Agreements (SLAs) and penalties, ensuring our commitment to excellence.

The heart of your role lies in collaboration, where you'll bridge the gap between support teams and customers, facilitating project and problem resolution. Your focus on technology and the application of your expertise in specific fields will be instrumental in sizing the right number of resources to fulfill the commitments made in our signed contracts.

As a Service Planner your expertise extends to the validation of Service Delivery Plans, where you'll oversee parts planning, education, and service documentation, ensuring that all support kits are prepared. In addition, you'll be the collector of regional and geographic needs, including national language-specific requests, ensuring our services cater to the most granular requirements.

If you're ready to embrace an opportunity that allows you to shape the future of service planning - Kyndryl is the place to be. Join us in delivering exceptional customer service, and together, we'll set new standards of excellence in service planning and execution.

The role of the SLA Analyst is to ensure that all service level agreements (SLAs) for information technology services across the organization are delivered according to specifications of contract . Key responsibilities of an SLA Analyst include, but are not limited to, the following:

• Daily Monitoring and Reporting of SLA/ SLO performance for compliance with organizational needs and requirements.
• Developing, managing, and administering service level management best practices.
• Facilitating communication between the IT department and its clients in order to define and maintain the SLAs required for each business unit.
• Timely reporting of SLAs to client as per SLAs agreed in contact and ensure that drill down analysis is performed where necessary to identify root causes of negative trends.
• This role supervises, coordinates and maintains on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided.
• Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update.
• Ensure Approved Work Instruction available in all account.
• Ensure RCA for all missed Service Levels are available
• Negotiates and agrees Service Level Agreements with the Customer
• Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client.
• To own , define , plan and implement Service Improvement Plan across accounts for any SLA failure or potential SLA failure.
• Create new methodology to improve reporting accuracy and efficiency.
• Create SOPs to improve efficiency in work.
• Implement automation wherever possible.

Your Future at Kyndryl
We have opportunities that you won't find anywhere else, including hands-on experience and learning opportunities. Whether you want to broaden your knowledge base or narrow your scope and in a specific sector, you can find your opportunity here.

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

• Overall 6-10 years of experience (At least 2-4 years of experience in SLA Management)
• Strong understanding of SLA/ SLO/KPI.
• Strong communication , analytical and customer negotiation skills.
• Strong knowledge of MS Office Tools - Excel, Word , Power point etc.
• B. Tech degree or equivalent qualification or equivalent qualification in Computer Science, Electronics & telecommunication etc.
• ITIL Certified.
• Understanding of infrastructure technologies.

Preferred Skills and Experience

• Bachelor's degree in business, finance, or a related technical field
• Six Sigma, PMP, and/or other relative certifications
• Knowledge of financial modeling and analysis

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.