Overview

Responsibilities:

Overall Accountability for the execution of the Incident process and procedures for his line of business
Validating classification of an incident as a Incident against Incident Criteria
Determining the scope of the Incident
Managing/Performing all IBM internal notification, executive alerts and escalation activities through service recovery of a Incident according to Incident Notification Timeframe
Assembling a Incident Team consisting of technical support people (other levels of support, across domains/competencies as required), management and key stakeholders to develop, execute, monitor and track an integrated resolution plan through service recovery of the Incident
Making service restoration / recovery decisions, engaging the delivery Centre management team as required
Ensuring that the progress of the Incident recovery and all relevant times are documented in the associated Incident Record(s)
Initiating and facilitating the Incident bridge meetings and communications as needed
Incident Technical Bridge
Incident IBM Management Bridge
Incident Customer Bridge
Contacting the continuity provider for a Data Centre crisis or for exceptionally severe single customer outages
Consolidating an integrated resolution plan when multiple competencies/domains are engaged
Obtaining and providing status on Incident recovery progress
Ensuring that the customer is contacted to confirm that the service has been restored to the customer’s satisfaction according to Resolve and Close Incident policy – Incident Exit Criteria
Specific responsibilities may include:
Chairing the Incident Bridge Calls and/or technical multi-person chats
Following defined escalation path when needed, as defined in the escalation policy
Identifying Incidents which need special attention or escalation

Specific responsibilities may include:

Chairing the Incident Bridge Calls and/or technical multi-person chats
Following defined escalation path when needed, as defined in the escalation policy
Identifying Incidents which need special attention or escalation

Key Skills:

Be calm under pressure – You need to be able to work under short, intense periods of stress.
A good communicator – You must be good communicator and able to translate messages and information to people at all levels. You should be empathic, good listener and able to take negative feedback without being defensive.
A methodical mind – You need to make recommendations based on clear, reasoned arguments and be able to follow them during it’s execution.
IT knowledge – You need to have IT technical background, as it’s key to having a ‘perspective on how to approach problems.
An eye for detail – You’ll also need to be able to assess data, identifying gaps, trends and inaccuracies, and turn that data into actionable outcomes and opportunities.
Availability to work 12 hours shifts (day/ night)
Expected Background: Incident management experience in Banking industry is a plus

As a Kyndryl employee, you will be entitled to the following benefits:

5 weeks of paid vacation
Elaborate education program for each employee – training during the work career, courses are lead by professional lectors; e-learning education; flexible education plan for each job position
Strong career opportunities
Above standard Medical Care
Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics
Global Travel and Life insurance
Contribution to the Pension fund

You will have the opportunity to:

Become part of our diverse and multinational community and collaborate within global and local teams
Gain knowledge and develop skills through our world-class trainings
Benefit from mentoring and coaching
Balance your work with your life and enjoy a flexible working environment

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About Kyndryl

Kyndryl designs, runs and manages the most modern, efficient and reliable technology infrastructure that the world depends on every day.