Customer Service Representative - Change & Incident Management at Kyndryl

Your Role And Responsibilities
In this role, one will oversee leading the change management process to resolution and restoring our company's provided IT operations swiftly. One will also log and categorize recurring change to improve change management protocols.

To be a successful incident manager, one should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during major incidents.

Change & Incident Management Responsibilities:

• Overseeing the change management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the change management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle specific requests or incident or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Managing the SME team members workload by re-assigning workloads and re-scheduling non-urgent tasks.
• Assisting with co-ordinating RCA’s

Required Technical And Professional Expertise

• At least three years’ experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience working with IT systems and software such as SolarWinds, Nagios will be advantageous
• Ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

The role will include Standby and overtime. There will be additional activities that could be required as well for example some change management and problem management responsibilities.

Preferred Technical And Professional Experience

• There will be additional activities that could be required as well for example some change management and problem management responsibilities.

Required Education

• High School Diploma/GED

Preferred Education

• None