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Kyndryl, Inc. Problem Manager in Quezon City, Philippines

Your Role and Responsibilities

• Act as the central point to handle and oversee resolution of service center issues.

• Handle, raise, and provide recommendations on permanent resolution for incidents impacting the customer.

• Own, oversee, and facilitate permanent fixes of all major incidents within SLAs or customer agreed timeframes.

• Coordinate with relevant support teams to ensure root cause is identified and rectified for all problems.

• Provide dedicated problem management by analyzing problem trends and formulate Corrective Action Plans with respective technology partners.

• Perform statistical analysis of incidents and critical issues. Develop and enact action plans to address common trends and reduce problem volumes.

• Handle day-to-day problem management issues and collaborate with Problem Resolver Squads to ensure timely resolution of problems.

• Arrange and chair technical conference bridges involving regional support teams as required.

• Perform regular review of process documentation.

• Conduct regular process and tools training to the Customer partners and new staff as required.

Required Technical and Professional Expertise

  • Perform Communications with Clarity

  • Perform Process Coordination

  • Use Business Writing Skills

  • Use Collaborative Tools

  • Use Communication Skills

  • Perform Cross Management & Teaming

  • Apply Delivery Processes/Disciplines & Tools

Preferred Technical and Professional Experience

ITIL V3 / ITIL4 Foundations or Intermediate Certification

Required Education Bachelor's Degree

Preferred Education Bachelor's Degree

Country/Region Philippines

State / Province NATIONAL CAPITAL REGION (MANILA)

City / Township / Village Quezon City

Being You @ Kyndryl

Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Other things to know

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Primary job category Technical Specialist

Role ( Job Role ) Service Coordinator

Employment Type Full-Time

Contract type Regular

Position Type Early Professional

Travel Required No Travel

Company (Y053) Kyndryl Philippines, Incorporated

Is this role a commissionable/sales incentive based position? No

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