Service Manager

hace 2 semanas

Ciudad de México Kyndryl Mexico S. de R.L. de C.V. A tiempo completo

**Why Kyndryl**

Kyndryl is a market leader that thinks and acts like a start-up. 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. We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term. And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.

**Your Role and Responsibilities**
- Assuring that services and components are designed and delivered to meet their availability targets
- Reasonable Technical skillset to understand the architecture and deep knowledge of customer environment.
- Provide a holistic view of the customer’s environment and make recommendations to improve overall service. 4. Promote monitoring systems to enable speedy detection and remediation of potential and actual IT failures.
- Proactively identify cost-effective availability improvements within an availability plan.
- Influence the design of services and components to align with business needs.
- Initiate infrastructure changes to promote better system availability.
- Use information about problems and incidents to analyze availability challenges and eliminate chronic issues.
- Ensuring that all the existing services deliver the levels of availability agreed upon with the business in SLAs.
- Working and ensuring all the new services are designed to deliver the levels of availability required by the business and validation of the final design meet the minimum levels of availability for IT services as agreed upon by the business.
- Assist in investigation & diagnosis of all the Major Incidents & associated Problems that may cause availability issues or unavailability of the services or components.
- Monitoring of actual IT Availability achieved against SLA targets and to provide a range of IT Availability reporting to ensure that agreed upon levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.
- Proactively improving the availability wherever possible and optimizing the availability of the IT Infrastructure to delivery cost effective improvements that deliver tangible benefits to the business.
- Creating, maintaining and regularly reviewing a forward-looking Availability Plan.
- Assessing critical changes for their impact on all aspect of Availability.
- Participate in Client Meetings where Service Levels discussions are performed impacting systems availability.
- Accountable to ensure Availability Management practices are followed at the account level.
- Understand client’s business to know the critical services, time periods and availability requirements.
- Recommend service availability improvement projects based on current and future business needs of the customer.
- Look for ways to improve Service Availability through innovation and automation.

**Required Technical and Professional Expertise**
- Attention and active listening
- Patience.
- Good communication.
- Deep knowledge of the services that can be offered to the client.
- Understanding of your brand and strategy.
- Ability to collect valuable customer information.
- Know how to coordinate crisis sessions and achieve positive results.
- Manage the resources of the organization achieving the best possible results.

**Preferred Technical and Professional Experience**
- General technical knowledge of the main IT solutions that the brand can offer.

**Required Education**

Bachelor's Degree

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks (KINs) 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. That’s the Kyndryl Way.

**Other things to know**

**Primary Job Category**

Technical Specialist

**Role (Job Role)**

Service Coordinator

**Employment Type**

Full-Time

**Contract Type**

Regular

**Position Type**

Professional

**Travel Required**

No Travel

**Company**

(Y045) Kyndryl Mexico S. de R.L. de C.V.

**Is this role a commissionable / sales incentive based positi

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