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Job Details

Job Title
: Customer Support
Required Skills
: Customer support, Incident management, Root Cause Analysis
Location
Duration
: Long Term

Job Description

TOP 5 SKILLS:

  • Responsible to maintain overall awareness of day to day operational activities and issues. This position will assist in representing Client delivery teams as appropriate at customer meetings and provide the interface between the customer and Kyndryl team for Day 2 delivery management.
  • Proactive Incident management to avert high severity issues and business impact.
  • Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
  •  Out of hours for support of critical outages.
  •  Managing break fix activities during incidents to provide any workaround or fix.
  • Working as Operations Manager, the employee will be responsible to maintain overall awareness of day to day operational activities and issues. This position will assist in representing Client delivery teams as appropriate at customer meetings and provide the interface between the customer and Kyndryl team for Day 2 delivery management.
  • In addition, the employee will be responsible to:
  • Notify Operations teams of SLA impacts.
  • Attend daily Stewardship meetings with Kyndryl and Kyndryl customer.
  • Proactive Incident management to avert high severity issues and business impact.
  • Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
  • Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
  • Out of hours for support of critical outages.
  • Timely management escalation to maintain proper visibility and ensuring right resource engagement.
  • Managing break fix activities during incidents to provide any workaround or fix.
  • Presenting incident summary to customers as required after incident close down.
  • Creating Root Cause Analysis report for Sev-1 outages
  • Preventing problems to IT services, along with the resulting incidents
  • Eliminating recurring incidents
  • Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
  • Submitting a request for change that will implement the fix
  • Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems.
  • Review and notify Kyndryl of infrastructure changes that may impact the end customer.
  • Interface with Centralized LCM team providing accurate problem assessment for incident bulletins.
  • Interface with LCM engineers for major incident support as needed.
  • On call support.

Required Details

Experience
: 03 to 05 years
Travel Required
: No
Clearance Required
: No

Contact Details

Contact person
: Dev Prasad
Email
: deva@suntechnologies.com
Phone
: 678-203-2574
Website
: https://www.suntechnologies.com

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