Major Incident Manager
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Job Description
Delivery Management Lead ensuring high-quality IT services for customers at Kyndryl. Collaborating with global teams and shaping technological advancements in the organization.
Responsibilities:
- Ensure customers receive top-notch service within a contractual framework
- Inspire and guide a team of experts to deliver high-quality IT services
- Align solutions with customers' evolving business needs
- Propose and implement tailored solutions to exceed customer expectations
- Foster strong relationships with customers and collaborate closely with Delivery Partners
- Provide technical and managerial support for field engineers and technicians
- Troubleshoot incidents, problems, changes, and escalations effectively
- Co-create, design, deploy, and maintain reliable systems and services
- Shape the technological landscape of the organization through leadership
Requirements:
- 5+ years of experience leading delivery teams and quality services to customers
- Sound knowledge of Kyndryl competencies, managed platforms, IT services, technology vendors
- Experience in leading teams through incident, problem and change management, as well as root cause analysis
- Ability to partner with Delivery Partner(s) and work with SREs to generate positive customer outcomes
- AIOps hands-on knowledge, automation and innovation-oriented mindset
- Well versed for direct and constant interaction with the customer
- Sympathetic and empowering delivery resource manager, fostering growth
Benefits:
- Flexible, supportive environment
- Be Well programs designed to support financial, mental, physical, and social health
- Opportunities for professional development
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