IPC Lead

About the role

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. Have you been wanting to get into IT but don't have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem? Want a chance to see lots of career options up close before you choose your path forward? Then there's a good chance you'll love being a IPC Lead at Kyndryl. Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a IPC Lead, you'll be the face and voice of Kyndryl, helping customers solve their problems every day. IPC Lead combines the know-how of tech support with problem solving and customer service, so bring your people skills and we'll teach you the rest. It's a fun and fast-paced role where you'll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you'll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care. You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you'll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors. Your Future at Kyndryl Every position at Kyndryl offers a way forward to grow your career. We have opportunities that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.

Requirements

• Required Skills and Experience
• At least 10 years of experience in Incident/ Problem /Change Management
• Accountability for audibility of the documented Incident, problem and change process
• Deploying the documented process, including education of process users during deployment
• Ensuring improvements to the process through required service improvements plans.
• Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested
• Monitoring regular process measurements
• Address and analyze negative trends that impact effectiveness or efficiency of the IPC processes
• Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions
• Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
• Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution
• Orchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged
• Acting as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident
• Determining the impact and urgency of an incident and assigns priority.
• Creates a resolution plan outlining actions to resolve and recover incident.
• Responsibilities to Resolve, Recover and Close. Determines most appropriate approach to be used in resolving and recovering incident. Invokes Problem Management process where further investigation into root cause is required
• Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.
• Validate 300-350 changes monthly and join CRB calls & Change clearing calls
• Reviewing the quality of changes, ensuring the record status is accurately reflected via generated reports
• Measuring change success against committed KPI's pertaining to Change Management process
• Collaborate with stakeholders to define and document service level agreements, performance metrics, and monitoring procedures.
• Ensure that SLAs are aligned with organizational goals and clie

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