Job Description

Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you ready to lead and inspire a team of talented professionals towards delivering services that make a real impact? As a Services Delivery Team Lead at Kyndryl, youll have the opportunity to take the lead in guiding our squads towards delivering exceptional end-to-end services. As a facilitator of agile practices, you\'ll be instrumental in optimizing workflows, identifying bottlenecks, and eliminating obstacles to supercharge squad performance. Armed with your deep technical expertise, you\'ll champion high-quality deliverables throughout the technical services life-cycle, not only meeting but exceeding our customer business needs.Your role extends beyond technical expertise - it's about understanding our customer industries and how they utilize our products to achieve their desired outcomes. You\'ll work in tandem with Delivery Managers to ensure that these customer service priorities are met. Youll steer your squads past technology and process roadblocks, leveraging Kyndryl Bridge's unique data insights to tailor improvements and enhance service stability.As the go-to technical resource, you\'ll take the lead in troubleshooting and resolving complex service-related issues while ensuring that squad workloads align with business priorities. Your ability to communicate effectively will be crucial as you engage with client stakeholders, maintain synchronization on project progress, and provide valuable feedback to help squad members grow. You\'ll represent the team at user group meetings, leadership gatherings, and client interactions, deftly navigating complex scenarios as they arise.You\'ll play a pivotal role in interdisciplinary service improvements projects, collaborating with other squads and creating agile teams to meet customer evolving needs. Setting and achieving challenging yet attainable team targets will be second nature to you, aligning with business metrics, performance standards, and SLAs while diligently managing individual and team performance.Role and Responsibilities

• Develop strong interpersonal client relationship and fulfil the client requirements with planning & execution.
• Responsible for managing the IT services and infrastructure to meet agreed availability and performance.
• Establish Operations review structure to collect pulse of operations covering End User Experience, SLA performance, Ageing tickets, Re-open cases, VOCs, Tickets Hygiene, IT Onboarding and Offboarding.
• Participate in various scheduled Operations reviews and sign off service request performance.
• Handle business hurdles and demonstrate strong customer centricity skills while handling them.
• Work closely with Operations teams to identify improvement areas and initiate Service

Improvement Plans in targeted areas for quantified improvements in stipulated time. (CSI) * Establish documentation and procedural standards for End User Services and work with other regions to build standard methodologies and implement globally. Also need customer sign off various monthly and quarterly reports.

• Strong analytical skills to analyse & provide the insights for further improvements and SIPs.
• Analyse ticket dumps and other available data and draw inferences to improve operations with

appropriate presentations & showcases to management. * Good understanding of Ticketing and CRM tools. Provide feedback from time to ensure thatticketing and other self-help tools are configured and functioning accurately from end user
point of view. * Incidents / service disruptions are effectively & efficiently handled and resolved by Team.

• Monitor the overall team performance, daily operations, conduct team meetings for meeting

the overall SLAs and targets. * Ensure the VIP Support is efficiently provided and CSAT Received for team performance.

• Coordination with IT stakeholders for provisioning of services
• Responsibility to keep the IT processes, SOPs, user manual(s) UpToDate compliant to ITIL

Framework. * OM shall ensure to provide resolution timeline against each service request and resolve thesame and adhere to SLA on service request resolution. * Shall perform continuous improvement and optimization of IT services, & infrastructurethrough proactive actions and initiatives. * Reduce MTTR by quickly adding automation content using Continuous Engineering Model andcommunity development. * Automated On-boarding of End points to reduce the time and effort.

• Collaborate with other teams for faster resolutions and ticket closure, If required escalate the

issues to next levels & highlighting any risks or issues in the delivery. * Technical capabilities to handle the situations & support team as L3 Support.

• Support on Communication Services (IP PABX, Conferencing solutions, Radio Communications, Mobile infrastructure services)
• Driving the new projects for client for Refresh, Changes, IMACs & Catalogue Service Requests
• Work closely with vendor partners to ensure accurate support to end users for warranty

cases/cases in their scope. * Regularly review their performance, share feedback and improvement areas with them.

• Work Closely with IT Vendor Governance team to ensure partner is delivering services as

agreed (SLA Management, Resource Management) * Track AMC Contracts and initiate renewals timely. Finalize Scope for new AMCs/Renewals.Technical Knowledge * Knowledge of Routers and Switches and VLAN.

• Knowledge on Windows OS & MAC iOS Services & Troubleshooting
• Technical knowledge over following platforms on client devices - MS 365/O365, Windows/Mac

Support, Collaborative Services & Tools Troubleshooting, MSTeams, Skype for Business, Web based Applications, PC/Laptop builds, OS configuration, AD administration, hardware repair etc. * Should have troubleshooting skills for resolving printer, scanner, LAN related issues and / or issues arising from TCP/IP configuration/s.

• Guide & troubleshoot targeted questions to diagnose problems
• Providing technical on-site, face to face VIP IT support, within a BAU environment, including

installation, troubleshooting, problem resolution and maintenance. * Direct unresolved issues to the next level of support personnel

• Develop project plan, set goals and budget as well as identity and manage resources.
• Produce deliverable on the agreed-upon timetable.
• Monitor, track and report on progress and performance, including budget.
• Partner with internal and external stakeholders to ensure success.
• Lead project team, offer mentoring, training and guidance.
• Adjust project constraints as needed to deliver quality.
• Monitoring and managing the respective FMS resources and submission of verified reports.
• Coordinate with the support engineers of the MSP for network services maintenance & augmentation.

If you're ready to lead, innovate, and drive services delivery excellence that make a difference - join us at Kyndryl and help deliver real-world impact through technology and collaboration.Your Future at Kyndryl
Kyndryl has a global footprint, which means that as a technical leader at Kyndryl, you will have opportunities to work on projects and collaborate with colleagues from around the world. This role is dynamic and influential - offering a wide range of professional and personal growth opportunities that you wont find anywhere else.Who You AreWho You Are
Youre good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, youre open and borderless - naturally inclusive in how you work with others.Required Skills and Experience

• BE (Electronics and communications)/ B. Tech /MCA from reputed university.
• Minimum 7 years relevant experience in End User support Services & Network Support.Ability to effectively communicate with both technical and customer stakeholders.
• Must be fluent in Hindi and English language.
• Location: Mumbai

Preferred Skills and Experience.

• Experience with an ITIL driven organization.
• Six Sigma, PMP, and /or ITIL certification

Being YouDiversity is a whole lot more than what we look like or where we come from, its how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But were not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. Thats the Kyndryl Way.What You Can ExpectWith state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.Get Referred!If you know someone that works at Kyndryl, when asked How Did You Hear About Us during the application process, select Employee Referral and enter your contact's Kyndryl email address.

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