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IPC Coordinator

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Kyndryl

Oct 14

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Mumbai
  • Quick Apply

AI generated summary

  • You need 5-7 years in Service Management IPC (Incident, Change, Problem Management), an ITIL V4 Foundation Certification, and strong communication skills.
  • You will coordinate IT service requests, resolve customer issues, manage incidents, drive process improvements, communicate with stakeholders, and document service management workflows.

Requirements

  • Min. 5-7 Years experience in Service Management IPC area (Incident, Change, Problem Management)
  • ITIL V4 Foundation Certification is must
  • Good communication skills

Responsibilities

  • Join Kyndryl as a Service Coordinator and take charge of a dynamic role that puts you at the forefront of delivering exceptional IT services to our customers.
  • You'll be responsible for ensuring timely and effective resolution of customer issues, coordinating and managing service requests, and maintaining constant communication with customers throughout the service process.
  • At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business.
  • As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.
  • You'll be responsible for managing Service Support processes, including Incident, Problem, and Change Management, and ensuring compliance with these processes.
  • You'll also be responsible for driving process improvements through service improvement plans, monitoring regular process measurements, addressing negative trends that impact effectiveness or efficiency of the IPC processes, and ensuring that ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution.
  • As a Service Coordinator at Kyndryl, you'll perform post-resolution incident reviews and evaluate the effectiveness of incident resolution.
  • You'll also be the orchestrator for incident recovery by driving the incident bridge and consolidating an integrated resolution plan when multiple competencies or business units are engaged.
  • With your expertise in IT services, you'll invoke problem management processes where further investigation into root cause is required and communicate the status of high-priority incidents to customers throughout the incident lifecycle, as per the communication plan.

FAQs

What is the role of a Service Coordinator at Kyndryl?

The Service Coordinator is responsible for delivering exceptional IT services to customers by ensuring timely resolution of issues, coordinating service requests, and maintaining communication throughout the service process.

What experience is required for the IPC Coordinator position?

A minimum of 5-7 years of experience in the Service Management IPC area, including Incident, Change, and Problem Management, is required.

Is ITIL certification necessary for this position?

Yes, an ITIL V4 Foundation Certification is a must for this role.

Are there any preferred skills for the IPC Coordinator role?

Preferred skills include experience in banking infrastructure management and a CCNA certification.

What can I expect in terms of career growth at Kyndryl?

Kyndryl offers opportunities for career growth including hands-on experience, learning opportunities, and the chance to attain certifications in major platforms.

What kind of work environment does Kyndryl promote?

Kyndryl promotes a diverse and inclusive work environment that welcomes individuals from various cultures, backgrounds, and experiences.

Is there support for personal development and education at Kyndryl?

Yes, Kyndryl provides employee learning programs that offer access to industry-leading certifications and resources, enhancing personal and professional development.

What does the role involve in terms of service management processes?

The role involves managing Service Support processes including Incident, Problem, and Change Management, driving process improvements, and ensuring compliance with these processes.

How does Kyndryl support work-life balance?

Kyndryl offers benefits that reflect the diversity of its employees’ needs and support their well-being throughout various life stages.

What is the focus of the IPC Coordinator in terms of customer interaction?

The IPC Coordinator is customer-focused, prioritizing customer success and maintaining constant communication throughout the incident management lifecycle.

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Kyndryl

We design, build, manage and modernize the mission-critical technology systems that the world depends on every day.

Consulting
Industry
10,001+
Employees
2021
Founded Year

Mission & Purpose

We have the world’s best talent that design, run, and manage the most advanced and reliable technology infrastructure each day. Together, we think holistically about the health of these vital technology ecosystems. We are a focused, independent company that builds on our foundation of excellence by creating systems in new ways. Bringing in the right partners, investing in our business, and working side-by-side with our customers to unlock potential. We're raising the bar. Our experience speaks for itself: We have 90,000 highly skilled employees around the world serving 75 of the Fortune 100. But our purpose is what drives us: Advancing the vital systems that power human progress. Because when a digital ecosystem is healthy, it can more readily adapt and support continuous growth and that opens up a world of possibility for everyone. Together, we are the heart of progress.