IPC Lead

Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.\n\nThe Role\nHave 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.\n\nBeing 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.\n\nIPC 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.\n\nYou 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.\nYour Future at Kyndryl\nEvery 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.\n\nWho You Are\nYou're 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, you're open and borderless - naturally inclusive in how you work with others.\nRequired Skills and Experience\nAt least 10 years of experience in Incident/ Problem /Change Management\n\nAccountability for audibility of the documented Incident, problem and change process\n\nDeploying the documented process, including education of process users during deployment\n\nEnsuring improvements to the process through required service improvements plans.\n\nAssisting in resolution of process exceptions that arise during normal day-to-day process activities as requested\n\nMonitoring regular process measurements\n\nAddress and analyze negative trends that impact effectiveness or efficiency of the IPC processes\n\nEnsuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions\n\nEnsuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution\n\nPerforming post-resolution incident reviews and evaluating the effectiveness of incident resolution\n\nOrchestrate Incident Recovery by driving Incident Bridge. Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged\n\nActing as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident\n\nDetermining the impact and urgency of an incident and assigns priority.\n\nCreates a resolution plan outlining actions to resolve and recover incident.\n\nResponsibilities 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\n\nCommunicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan.\n\nValidate 300-350 changes monthly and join CRB calls & Change clearing calls\n\nReviewing the quality of changes, ensuring the record status is accurately reflected via generated reports\n\nMeasuring change success against committed KPI's pertaining to Change Management process\n\nCollaborate with stakeholders to define and document service level agreements, performance metrics, and monitoring procedures.\n\nEnsure that SLAs are aligned with organizational goals and client expectations.\n\nDevelop and implement processes for monitoring SLA performance and compliance.\n\nAnalyze performance data and trends to identify areas for improvement and provide actionable insights.\n\nPreferred Skills and Experience\nGraduate degree or equivalent qualification in Computer Science, Electronics & telecommunication.\n\nProficient in using MS Office tools.\n\nITIL V4 (Inter/Expert)\n\nCCNA Certified\n\nGood understanding of infrastructure technologies\n\nBasic understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database\n\nFamiliarity with contract management and negotiation.\n\nExperience in Team handling\n\nBeing You\nThe "Kyn" in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences.

Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging.

That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.\n\nWhat You Can Expect\nYour career with us isn't just a job-it's an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow.

Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health-because we know that when you feel your best, you do your best.\n\nFrom your very first day, you'll dive into impactful work that powers the systems our customers rely on every day. You won't just contribute-you'll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.\n\nWe're here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you'll have everything you need to thrive and evolve.

You'll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities-from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you'll be part of a culture that values empathy, restless learning, and a devotion to shared success.\n\nWe want you to thrive here-and we're committed to helping you do just that. Ready to make an impact?

Join us and help shape what's next.\n\nGet Referred!\nIf 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.\n]]>