Senior Lead, Service Delivery Manager - Major Incident Manager

Who We Are

At Kyndryl, 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.

The Role

At Kyndryl, you'll have the opportunity to work with other IT teams, end-users, and stakeholders across the organization to ensure that service delivery is aligned with the needs and expectations of the business. As a part of our team, you'll be instrumental in documenting and updating service management procedures and workflows, monitoring and reporting on service level agreements (SLAs), and ensuring that our ITSM systems are maintained and updated to support efficient and effective service delivery.

Your Future at Kyndryl
Every 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.

Objectives:

To steer and direct the Major Incident process by efficient and effective deployment of people and equipment so that the desired result - resolution of the Major Incident as quickly and efficiently as possible and/or minimize the impact of the Major Incident - can be achieved.

To pro-actively prevent further damage occurring and prevent further escalation of the Major Incident

Competencies - Skills

1. Broad understanding of technologies and consumer needs

• Knowledge across stacks, technologies, and ecosystems
• Broad knowledge of IT and technology
• Working knowledge of technology in interfacing squads and consumers, to get an end-to-end view
• Strong analytic skills
• A solid understanding of consumer needs to enable consumers
• A clear understanding of the value added by a major incident management team

2. Strong people management skills

• Strong team leadership abilities, including the ability to motivate and convince without being directive
• Communications and collaborations skills to problem solve

Competencies - Behaviours

1. Natural self-motivation and drive to take end-to-end ownership

• A leading example of the ‘Every Minute Counts’- mindset
• Stress-resistant, work under pressure with high management attention
• Agile in working hours ( standby shifts)
• Results-oriented, and striving to deliver value-adding services
• Self-driven, proactive, and organized, with the ability to identify what needs to be done
• The intrinsically positive mindset with a natural tendency to see solutions rather than problems
• Independent and autonomous in completing tasks

2. Mindset of openness and willingness to try new ways of working

• End-to-end ownership mindset
• Strong team player who takes responsibility
• Independent and autonomous in completing tasks
• Result-oriented - Adapts approaches to situations
• The mindset of continuous improvement
• Strong problem solver to structure and improve complex situations
   

3. Curiosity to always look out for innovation opportunities

• Passionate about major trends in technology
• Stays up-to-date on the latest innovations
• Attend events and workshops on specific topics

Who You Are

• Professional and intellectual IT ability at University/Bachelor’s level 
• Extensive experience in engineering
• Extensive track record in managing major incidents
• Excellent command of spoken and written in English
• Longer Mean Time Between Failures
• Shorter Mean Time To Repair
• Proven resilience to recover from disaster
• You have the overall lead in solving global major incidents (supported by the Service Delivery Manager on duty).
• You lead, guide and coach the Major Incident Core Team during the incident
• You steer and monitor the solution process (supported by hypotheses, run books and chain diagrams)
• Provide status reports to the Duty Manager.
• When fulfilling the role of MIC (Major incident Coordinator) you make sure that the administrative and communicative processes are followed properly. The Major Incident Coordinator performs tasks delegated by the Major Incident Manager.
• Determine and initiate escalation for other level of support when needed.
• You lead root cause analyses independently, write the major incident report and assign and align action items within all parts of the ABN AMRO organization