New Job Service Coordinator - Incident Management In Karnataka

Service Coordinator - Incident Management
Service Coordinator - Incident Management

Service Coordinator - Incident Management

Company : Kyndryl
Salary : Details not provided
Location : Karnataka

Full Description


Why Kyndryl

We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Our people are at the center, 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. In October 2020, IBM announced it's intention to separate the IT Infrastructure Services unit of its Global Technology Services division into a new, separate public company, creating two industry-leading companies - IBM and Kyndryl. The spin-off is expected to be completed by the end of 2021. To find out more about Kyndryl, including information relating to privacy, please visit

Please be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBM’s portal, please continue to use this account to access IBM and Kyndryl jobs.

Your Role and Responsibilities

  • High-level ownership of the technical service restoration plan across all Kyndryl delivered Infrastructure services and the Resolver Group Managers involved in P1 incidents
  • Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in IPC tool
  • Technical and Functional Escalation where necessary
  • Business impact is to be quantified and documented for reporting purposes
  • Aim is to reduce restoration time and escalation to Situation Management for P1 incidents, via BRM ownership supplemented by delivery support teams
  • Communication via various means including SMS and reporting
  • Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment

Required Technical and Professional Expertise

  • Prioritise major incidents and assign tasks to Service Support and Delivery resources as required
  • Act as the central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required
  • Ensures creation of a resolution plan for P1 & P2 incidents
  • Understand and clearly communicate the business impact of major incidents
  • Prioritise major incidents based on business impact to the client
  • BRM's are authorised to login in to any priority calls during lean periods for their own knowledge gain
  • Enforce ‘drop dead’ time to prevent outage outside of change window
  • Be proactive and guide SRM’s in resolving of P1 & P2 incidents
  • Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
  • Train and mentor other team members including Service Restoration Managers and Problem Managers in process and techniques used to manage major incidents
  • Providing updates / communication to senior management on the status of P1 & P2 incidents

Preferred Technical and Professional Experience

  • Attendance at daily Operations meetings provided there are no P1 incidents running
  • Provide assistance with identifying problem management trends.

Required Education

Bachelor's Degree

Preferred Education

Master's Degree



State / Province


City / Township / Village


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 )

Service Coordinator

Employment Type


Contract type


Position Type

Early Professional

Travel Required

No Travel


(Y030) Kyndryl Solutions Private Limited

Is this role a commissionable/sales incentive based position?