IPC Lead
Hybrid · Mumbai, Maharashtra, India
Job Summary
IPC Lead at Kyndryl combines IT service management with customer-facing problem solving. The role focuses on incident, problem, and change management, coordinating across multiple service providers, guiding process deployment and education, and driving improvements to prevent negative trends. You will interact with customers via chat, email, and MS Teams, handle escalations with back-office teams, participate in incident recovery (Incident Bridge), and contribute to SLA/KPI definition and monitoring. Mentors and growth opportunities are highlighted, with emphasis on learning across platforms and obtaining certifications.
Required Qualifications
- At least 10 years of experience in Incident/ Problem /Change Management
- Accountability for audibility of the documented Incident, problem and change process
- Deploying the documented process, including education of process users during deployment
- Ensuring improvements to the process through required service improvements plans
- Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested
- Monitoring regular process measurements
- Address and analyze negative trends that impact effectiveness or efficiency of the IPC processes
- Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions
- Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
- Performing post-resolution incident reviews and evaluating the effectiveness of incident resolution
- Orchestrate Incident Recovery by driving Incident Bridge
- Consolidating an integrated resolution plan when multiple competencies/Business Units are engaged
- Acting as coordinator for multi Service Provider for Severity 1 Incidents/Major Incident
- Determining the impact and urgency of an incident and assigns priority
- Creates a resolution plan outlining actions to resolve and recover incident
- Responsibilities 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
- Communicates status to client of High priority incident throughout the Incident Lifecyle, as per communication plan
- Validate 300-350 changes monthly and join CRB calls & Change clearing calls
- Reviewing the quality of changes, ensuring the record status is accurately reflected via generated reports
- Measuring change success against committed KPI’s pertaining to Change Management process
- Collaborate with stakeholders to define and document service level agreements, performance metrics, and monitoring procedures
- Ensure that SLAs are aligned with organizational goals and client expectations
- Develop and implement processes for monitoring SLA performance and compliance
- Analyze performance data and trends to identify areas for improvement and provide actionable insights
- Graduate degree or equivalent qualification in Computer Science, Electronics & telecommunication
- Proficient in using MS Office tools
- ITIL V4 (Inter/Expert)
- CCNA Certified
- Good understanding of infrastructure technologies
- Basic understanding of Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge
- Storage/database Familiarity with contract management and negotiation
- Experience in Team handling
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