Service Manager

Job description

**Who We Are** At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. **The Role** Join our team as a Technical Resolution Specialist, where you will play a pivotal role in maintaining and optimizing Kyndryl’s complex, high-traffic internet site communications and network-based product systems. This isn't just a job – it’s a chance to immerse yourself in cutting-edge technology and be at the forefront of innovation. As a Technical Resolution Specialist, you'll be the engineer of scalable local and wide-area network solutions, bridging multiple platforms and protocols, including IP and VOIP. Your mission is to ensure seamless system performance, troubleshoot network issues, and orchestrate the installation of vital components such as routers and switches in collaboration with our trusted vendors. But that's not all – you'll also be at the forefront of innovation, developing tools to automate network system deployment, administration, and monitoring, while actively participating in project planning and implementation. Key Responsibilities 1. Service Delivery & Operations Management Ensure 24x7 monitoring and management of network, security, and infrastructure components Drive operational excellence within the NOC team for incident, problem, and change management Ensure compliance with defined SLAs, OLAs, and KPIs Monitor service performance and implement improvements 2. Incident & Problem Management Lead major incident management (P1/P2), including war room coordination and communication Ensure timely resolution and minimize MTTR (Mean Time to Resolve) Conduct RCA (Root Cause Analysis) and ensure preventive actions are implemented Maintain incident dashboards and reporting 3. Team & Resource Management Manage and lead a team of NOC engineers (L1/L2/L3) Plan shift rosters and ensure adequate coverage for 24x7 operations Conduct performance reviews, mentoring, and skill development initiatives Drive automation mindset and continuous learning 4. Stakeholder & Client Management Act as primary contact for customer and internal stakeholders for service-related matters Conduct weekly/monthly service review meetings (WBR/MBR) Provide executive-level reporting and updates on service performance Ensure high customer satisfaction (CSAT) 5. Governance & Compliance Ensure adherence to ITIL processes and ISO/security compliance standards Prepare and present service reports, dashboards, and audits Handle escalation management and governance alignment with client policies Support regulatory compliance (RBI, PCI-DSS, CERT-IN as applicable) 6. Continuous Improvement & Automation Identify improvement areas and implement process optimization & automation Drive initiatives for proactive monitoring, AI/IOps adoption Reduce repetitive incidents through automation and knowledge base updates. This role isn't just about technical expertise; it's about collaboration and growth. You'll provide training and lend your expertise to proposal writing, enhancing our collective knowledge. You'll collaborate closely with development teams to fine-tune system operability, conduct rigorous tests to ensure network redundancy and resilience, and even step up to provide on-call service coverage when needed. At the heart of your work is a commitment to technical excellence and customer satisfaction. You'll offer expert advice on best practices, support actions, and architectural definitions, all while supporting your colleagues – be it Architects, Site Reliability Engineers (SREs), or other specialists – in delivering customer solutions. In this role, you'll thrive in a vibrant atmosphere of teamwork and collaboration, where every day brings new challenges and opportunities to apply your knowledge and expertise. Your contributions will make a significant impact on our technical team, as you focus on supporting and maintaining customer systems, resolving incidents, implementing changes, and investigating critical issues. Additionally, you'll conduct system reviews, provide recommendations based on technology best practices, and serve as a trusted advisor to our valued customers. If you're ready to take your technical skills to the next level and thrive in a role that values innovation, collaboration, and expertise – then this opportunity is tailor-made for you. Join us at Kyndryl, in shaping the future of technology and unlocking its limitless potential. Your Future at Kyndryl Kyndryl's focus on providing innovative IT solutions to our customers means that as a part of the Technical Specialist team, you’ll be working with the latest technology and will have the opportunity to learn and grow your skills. Whether you progress your career to a Technical Leader and Principal or migrate to other technical career paths such as an Architect or Data Scientist – we have opportunities you won’t find anywhere else. **Who You Are** Who You Are You’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. Required Skills and Experience - Strong understanding of Network Infrastructure, including Routing, Switching, WAN, and SD-WAN technologies. - Hands-o