Opportunities at Kyndryl

Your Role And Responsibilities
Summary:

• Spends majority of time handling inbound contacts in a call centre environment ie. inbound calls, web tickets / chats, performing callbacks (outbound calls) & handling emails.
• Forwards highly complex calls to the appropriate second level support team.
• Takes ownership for and closes loop, ensuring customer satisfaction.

Responsibilities:

• Determines caller’s identity and confirms serial / employee number if necessary
• Handles and closes loop on first contact resolution calls.
• Forwards complex queries to the appropriate knowledgeable source
• Fulfills and closes customer requests.
• Requires command of written and verbal communication.
• Required to understand Helpdesk queue system and where to refer calls.
• Requires accuracy in handling incoming calls and web requests which can have an impact on revenue and Kyndryl’s overall customer satisfaction.
• Accurately represents Kyndryl’s quality image and focus on customer satisfaction.
• Exercises tact and courtesy when handling calls.
• Handles calls according to Kyndryl’s and the Call Centre quality and productivity standards
• Consistently ensures customer satisfaction
• Takes ownership for and closes loop, ensuring customer satisfaction.
• Required to record accurate and legible customer and call details in ticket management tool.
• Performs and closes loop on first contact resolution queries for the customer.
• Receives web requests, conducts outbound calls within prescribed service level agreements.
• Accomplishes overall objectives of the job; provide support to customers within sponsor countries; within prescribed guidelines and ensure that customer BP satisfaction and Kyndryl’s focus on quality is adhered to.
• Ensure adherence to Kyndryl’s business controls in all areas
• Maintains an up to date and current knowledge base of all Kyndryl processes and systems in relation to our customers.
• Assumes additional responsibility as and when required.
• Experience or knowledge of Kyndryl’s call handling standards, practices and procedures.

Detailed Responsibilities:

• The TSR must provide excellent customer service.
• The task is responsible for handling incoming contacts (email, telephone, chat) customer queries from the customer’s employees globally.
• Timely resolution of critical customer requests to ensure THE CUSTOMER business continuity is required.
• First Contact resolution rate of 80 % is required, in other words, the TSR should resolve 80% of their inbound requests themselves.
• The TSR must be customer centric and ensure their full commitment to customer SLA’s and KPI’s.
• The TSR should have a desire to develop knowledge on Kyndryl / THE CUSTOMER applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture. The TSR also handles hardware related queries related to desktops and think Pads.
• The TSR must manage their time to meet SLA’s on problem updates and ACD targets.
• The TSR must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer’s query at all times.
• Problem determination and recording of accurate details on all incoming queries and problems is required.
• Record accurate details of all actions taken when performing call/queue management
• The TSR deals with both technical and non-technical people at all levels within the organisation they support.
• The TSR uses acquired knowledge to assist other members of staff.
• The TSR plays an active part in the induction of new members of staff.
• The TSR plays an active and important part in improving quality.
• The TSR ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc).
• Undertake internal and external training as required.
• The TSR continuously strives to improve technical ability.
• The TSR MUST ensure that Aux Work Codes are used accurately.
• The TSR must adhere to the monthly schedules as provided by the team leader.
• The TSR must adhere to scheduled times for break, lunch and off-phone time.
• The TSR must ensure that all users are kept fully up-to-date on the progression of their problem.
• The TSR must liaise with the Subject matter Expert team and the Problem and Change Management team members as required.

Required Technical And Professional Expertise

• Excellent verbal and written communication skills
• Fluency in native language (Dutch).
• Fluency in English is mandatory, both written and verbal.
• Efficient computer / keyboard skills
• Excellent team player
• Experience in a call centre / service delivery environment (IT support highly advantageous)
• Excellent time management and ability to work shifts, weekends and Public Holidays (where needed)
• Ambition to extend technical knowledge
• Understanding of Kyndryl/ THE CUSTOMER business
• Ability to quickly assimilate technical and non-technical information.
• Excellent customer service skills with ability to deal with customers (regardless of level of seniority) in an efficient and courteous manner
• Stress tolerance - ability to diffuse irate end users as well as handle high call volumes.

Preferred Technical And Professional Experience

• ITIL knowledge highly advantageous
• In-depth knowledge of Windows Operating Systems or Networking highly advantageous.

Required Education

• High School Diploma/GED

Preferred Education

• High School Diploma/GED

go to method of application »

Your Role And Responsibilities
The expectation from this role is to lead the consult customers for the design and implementation of complementary security technologies to enable entrprise security aspects of any IT environment.

• Security Consultant should be able to analyze and refine the technology requirements along with business requirements to identify and evaluate technology alternatives.
• Security Consultant should be able to identify and document technology requirements (functional and non-functional) needed for an enterprise IT .
• Security Consultant should be able team up specialists in order to cover all required skills for design and implementation activities.
• Security Consultant should lead a team of architects and specialists to come up with a holistic roadmap for security technologies as well as design and implementation plan.
• Security Consultant should lead the discussions with 3rd party vendors and providers.
• Security Consultant should be able to review existing operational model (manuals, policies and procedures) and recommend changes required to effective operations.

Required Technical And Professional Expertise

• Experience with large scale IT infrastructure projects covering design, implementation, upgrade or migration of datacenter components.
• Experience with IT projects of at least one of strategic disruptive technologies is preferred (XaaS, Container platform, Automation, IoT, SDN, Cognitive Systems etc.)
• Ability to take the lead in conflict resolution and coordination of multi-disciplinary groups
• Strong written and oral communication skills, and the ability to effectively communicate with technical and non-technical audiences
• At least 5 years of experience in related position with at least 10 years’ experience in IT industry
• Remediation design and documentation
• Threat analyzing on given business environment
• Statistical analysis of log data, including creating custom log parsers
• Troubleshooting SIEM platform related issues
• Completed SIEM projects as onboarding specialist
• Use case development for applications and infrastructure technologies
• Technical implementation of following technologies or similars to IBM QRadar SIEM solution, Windows OS, Linux/Unix, Oracle RDBMS, SQL Server, Sharepoint, IIS, Apache, Salesforce
• Conducting Penetration Tests (Social Engineering Testing, Mobile Application Security, Web Application Security, Database Systems, DDOS Testing, Domains and End-User Computers, Network Topology and Active Devices, Wireless Network Systems, VOIP Security)

Experience at least two of below areas:
Security Intelligence & Operations Consulting:

• Developing more maturity in intelligence-driven security operations across all environments. Assessing security posture and maturity against best practices in security. Building, designing or improving security operations center (SOC).

CyberSecurity Assessment And Response:

• Delivering cybersecurity assessments, penetration testing, planning and response services, with proven expertise from mainframe to mobile.

Security Strategy, Risk and Compliance:

• Evaluating existing security practices—including payment card industry (PCI) security, identity and IT regulatory compliance needs and gaps— against business requirements and objectives. Delivering a wide range of capabilities—from security program development, to regulatory and standards compliance, to security education and training.

Identity & Access Management Services:

• Evaluating and designing every aspect of identity and access management across enterprises, including user provisioning, certification, Identity Governance technologies, web access management, enterprise single sign-on, multi-factor authentication, and user activity compliance.

Data & Application Security Services:

• Incorporating a risk-balanced strategy along with data protection technology to more cost effectively help safeguard organizations' critical information and sensitive data for enterprise applications.

Preferred Technical And Professional Experience
At least two of following technologies:

1. Data Access Management
2. Identity Management
3. SIEM
4. Directory Services
5. SMTP Gateway

• Concepts and architecture for High Availability and Clustering of Security technologies
• Certified on at least one of security profession levels (CISO , CISA, SSCP, CISSP etc.)
• Experience on cloud security concepts and technologies (GCP, AWS, Azure)
• Experience in at least one of the Proxy technologies (Bluecoat, Cisco Ironport etc.)
• Experience in at least one of the Web application firewall technologies

Required Education

• None

Preferred Education

• Bachelor's Degree

go to method of application »

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

go to method of application »

Your Role And Responsibilities
Responsible for management and support of the operating system and associated started tasks in a cost ecost-effective efficient manner. The zOS Specialist is primarily responsible for:

• Planning and installation of new operating system release to maintain software currency.
• Planning and application of cumulative PTF packages.
• Planning and installation of upgrades/new software, including some local customization when required.
• Planning and application of system software patches to fix identified problems.
• Management of system & software configurations (via change control).
• Ensuring that all work is actioned in accordance with security standards.
• Use of the current processes/tools to assist with security healthchecking and maintenance of security standards.
• Ensuring that Security APARS/PTFs are managed and applied as soon as possible.
• Providing input to the planning/implementation of Disaster Recovery tests when required.
• Creation and maintenance of documentation.
• Working to establish and build on collaborative working relationships with customer groups and other teams.
• Reviewing and approving change control plans.
• 24x7 support for diagnosis and resolution of problems relating to the operating system and associated software.
• Build and test new operating systems/subsystems.
• Tuning of systems/software to improve performance

Required Technical And Professional Expertise
Minimum 8 years experience in the following:

• ZOS environment
• TSO
• Problem & Change Management disciplines
• JES2
• VTAM
• RACF
• TSO
• HCD
• SMP/E
• Disaster Recovery experience Installing ISV products ZSERIES hardware
• TPX and other Session Managers Network e.g. TCPIP/Netview Parallel Sysplex
• USS
• Assembler
• REXX
• ISPF
• DUMP Reading DFSMS/HSM/DSS/RMM

Required Education
Preferred Technical and Professional Experience

• Associate's Degree/College Diploma

Preferred Education

• Bachelor's Degree

go to method of application »

Your Role And Responsibilities
Summary:

• Spends majority of time handling inbound contacts in a call centre environment ie. inbound calls, web tickets / chats, performing callbacks (outbound calls) & handling emails.
• Forwards highly complex calls to the appropriate second level support team.
• Takes ownership for and closes loop, ensuring customer satisfaction.

Responsibilities:

• Determines caller’s identity and confirms serial / employee number if necessary
• Handles and closes loop on first contact resolution calls.
• Forwards complex queries to the appropriate knowledgeable source
• Fulfills and closes customer requests.
• Requires command of written and verbal communication.
• Required to understand Helpdesk queue system and where to refer calls.
• Requires accuracy in handling incoming calls and web requests which can have an impact on revenue and Kyndryl’s overall customer satisfaction.
• Accurately represents Kyndryl’s quality image and focus on customer satisfaction.
• Exercises tact and courtesy when handling calls.
• Handles calls according to Kyndryl’s and the Call Centre quality and productivity standards
• Consistently ensures customer satisfaction
• Takes ownership for and closes loop, ensuring customer satisfaction.
• Required to record accurate and legible customer and call details in ticket management tool.
• Performs and closes loop on first contact resolution queries for the customer.
• Receives web requests, conducts outbound calls within prescribed service level agreements.
• Accomplishes overall objectives of the job; provide support to customers within sponsor countries; within prescribed guidelines and ensure that customer BP satisfaction and Kyndryl’s focus on quality is adhered to.
• Ensure adherence to Kyndryl’s business controls in all areas
• Maintains an up to date and current knowledge base of all Kyndryl processes and systems in relation to our customers.

Assumes Additional Responsibility As And When Required.

• Experience or knowledge of Kyndryl’s call handling standards, practices and procedures.

Detailed Responsibilities:

• The TSR must provide excellent customer service.
• The task is responsible for handling incoming contacts (email, telephone, chat) customer queries from the customer’s employees globally.
• Timely resolution of critical customer requests to ensure THE CUSTOMER business continuity is required.
• First Contact resolution rate of 80 % is required, in other words, the TSR should resolve 80% of their inbound requests themselves.
• The TSR must be customer centric and ensure their full commitment to customer SLA’s and KPI’s.
• The TSR should have a desire to develop knowledge on Kyndryl / THE CUSTOMER applications such as Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture. The TSR also handles hardware related queries related to desktops and think Pads.
• The TSR must manage their time to meet SLA’s on problem updates and ACD targets.
• The TSR must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer’s query at all times.
• Problem determination and recording of accurate details on all incoming queries and problems is required.
• Record accurate details of all actions taken when performing call/queue management The TSR deals with both technical and non-technical people at all levels within the organisation they support.
• The TSR uses acquired knowledge to assist other members of staff.
• The TSR plays an active part in the induction of new members of staff.
• The TSR plays an active and important part in improving quality.
• The TSR ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc).
• Undertake internal and external training as required. o The TSR continuously strives to improve technical ability.
• The TSR MUST ensure that Aux Work Codes are used accurately.
• The TSR must adhere to the monthly schedules as provided by the team leader.
• The TSR must adhere to scheduled times for break, lunch and off-phone time.
• The TSR must ensure that all users are kept fully up-to-date on the progression of their problem.
• The TSR must liaise with the Subject matter Expert team and the Problem and Change Management team members as required.

Required Technical And Professional Expertise
Excellent verbal and written communication skills

• Fluency in native language (German).
• Fluency in English is mandatory, both written and verbal.
• Efficient computer / keyboard skills
• Excellent team player
• Experience in a call centre / service delivery environment (IT support highly advantageous)
• Excellent time management and ability to work shifts, weekends and Public Holidays (where needed)
• Ambition to extend technical knowledge
• Understanding of Kyndryl/ THE CUSTOMER business
• Ability to quickly assimilate technical and non-technical information.
• Excellent customer service skills with ability to deal with customers (regardless of level of seniority) in an efficient and courteous manner
• Stress tolerance - ability to diffuse irate end users as well as handle high call volumes.

Preferred Technical And Professional Experience

• None

Required Education

• High School Diploma/GED