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Location : India
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Job Description : 528385BR
Why Kyndryl
Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.

Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl.

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Your Role and Responsibilities
Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
Document troubleshooting steps and service restoration details
Create and submit knowledge articles
Provide specialized investigation and diagnosis of all Incidents and Service Requests
Identify repetitive Problems and implement the permanent fix
Verify resolution with end-users and resolve assigned Incidents
Escalate Major Incidents to the Incident and/or Despatcher, incident manager and program manager
Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
Escalate unresolved Incidents to Tier 3
Restore a failed IT Service as quickly as possible
Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors
Services are requested by Tier 1/2 Support if required for solving an Incident
Liaison between IT and external support provider
A subject matter expert for a specific service
Document the Business Requirements and User stories for CRs
SPOC for all SIT, UAT and dry runs
Drive the CRs until it goes to production
Ensure a quick response time to end user
Communicate expected closure time to end user and provide periodic updates with any changes if required
Ensure the communication to end user is in simple business language and not technical in nature
Work with empathy and acknowledge the criticality of the issue
Transfer tickets to data team if it requires data correction
Monitor integration logs and control report
Obtain HR approvals where required
Work in co-ordination with HR focal points for business process/policies related queries
Required Technical and Professional Expertise
Experience with Agile development methodologies
Agile and Scrum development methodologies
Production supporting and troubleshooting
Preferred Technical and Professional Experience
MS-Office Tools
Basic knowledge web application development and Supporting ERP
Cloud fundamentals
Required Education
Bachelor’s Degree
Preferred Education
Master’s Degree
State / Province
City / Township / Village
City / Township / Village 1
City / Township / Village 2
Being You @ Kyndryl
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Other things to know
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.
Primary job category
Technical Specialist
Role ( Job Role )
Business Analyst
Employment Type
Contract type
Position Type
Early Professional
Travel Required
Up to 20% or 1 day a week
(Y030) Kyndryl Solutions Private Limited
Is this role a commissionable/sales incentive based position?

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By Richard